Case Study: Police Mutual achieves business transformation and faster, more responsive customer service with Avanade

Police Mutual achieves business transformation with cloud solution from Avanade

Police Mutual, a UK not‑for‑profit mutual serving serving and retired police officers, police staff and their families, needed to modernise and simplify operations to deliver more responsive, multi‑channel customer service. Staff relied on unstructured email, slow cross‑office coordination and generic marketing, and legacy processes were delaying customer payments and holding back the organisation’s strategic ambitions.

Working with Avanade, Police Mutual deployed Skype for Business for telephony and collaboration and Microsoft Dynamics CRM for a unified customer view and process automation. The transformation enabled seamless channel switching, faster decision‑making and remote collaboration, cut processes that took 24 days to five days or less, improved customer engagement and recruitment, and helped drive consecutive years of double‑digit growth and rising customer numbers.

Police Mutual

David Loughenbury

Chief Information Officer