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Bambang Surya Putra
Director Operation Control Center Call Center
M Fajri
Learning & Development Manager
Jim Thomsen
VP of Customer Success
Rendy Dalimunthe
Process Improvement and Innovation Senior Manager

News : Microsoft Dynamics 365 Customer Engagement Customer Success at Eastern Cape Department of Health

#contactcenterworld, @Microsoft

Johannesburg, South Africa, Nov 27, 2023 - The Eastern Cape Department of Health (ECDOH) in South Africa delivers health services to the citizens of the province. The shared call centre is responsible for tracking and tracing all the operational outputs from the various programmes of the department. They selected Microsoft Dynamics 365 because of the global standards that they saw. What was deployed was Microsoft Dynamics 365 Customer Engagement focusing on case management, through 4Sight’s partner, Nkusi IT, and 4Sight assisted with adoption and change management on the project.


The customer had a lot of challenges because for them to plan properly in the department, they had the need for a credible database. They were also experiencing delays in resolving the problems of the clients due to their on-premises software environments, where their servers were starting to age and upgrades that were not being maintained, so they were losing support from Microsoft, not being on the latest software releases. They did not have a very stable network at the time; they had constant outages, resulting in the system not being available and, therefore, them not being able to take cases and assist the citizens of the Eastern Cape.

4Sight’s partner, Nkusi IT Specialized Services, successfully deployed Microsoft Dynamics CRM online at ECDOH, focusing on case management and incident management. One of the reasons the customer chose the solution was that they wanted to check all the operational outputs of the various health facilities in the province. The fact that the platform is hosted by Microsoft and is locally based in the South African regions, they could enjoy an online platform that is always online. Microsoft is sitting at around 99.9% uptime, guaranteed to customers. Where the partner focused on the technical delivery and software development, 4sight was focusing on the soft landing of the technology within the department.

Benefits and outcomes

Since the Eastern Cape Department of Health went live with Microsoft Dynamics Customer Engagement online, they have never been down. When a person applies to the department for a missing document, these are readily available online. They also have improved their planning because they learn from the data they get from Dynamics CRM, at a click of a button. They can see the performance of each of the facilities, tracking and tracing the operational outputs, even through their mobile phones.

Nkululeko Silimela, Founder and Director of Nkusi IT Specialized Services, says: "Working with 4Sight was great. The relationship has grown from strength to strength since 2019 and the experience that they brought into the project was immeasurable."

#contactcenterworld, @Microsoft

Posted by Veronica Silva Cusi, news correspondent

About Microsoft:
Company LogoAt Microsoft, we're motivated and inspired every day by how our customers use our software to find creative solutions to business problems, develop breakthrough ideas, and stay connected to what's most important to them. We are committed long term to the mission of helping our customers realize their full potential. Just as we constantly update and improve our products, we want to continually evolve our company to be in the best position to accelerate new technologies as they emerge and to better serve our customers.
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Today's Tip of the Day - Knowledge Based Solution

Read today's tip or listen to it on podcast.

Published: Tuesday, November 28, 2023

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2024 Buyers Guide Payment Services


CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)


Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.

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