Case Study: The YMCA of the North achieves seamless ServiceNow, Microsoft Dynamics & Teams integration and rapid ROI with Bright Pattern

The YMCA of the North Chooses Bright Pattern for Tightest Integration with ServiceNow, Microsoft Dynamics, and Microsoft Teams

The YMCA, a large nonprofit serving more than 370,000 people across dozens of sites, was struggling with a legacy contact center that lacked APIs for seamless integration with ServiceNow, Microsoft Dynamics, and Microsoft Teams. This fragmented setup increased agent onboarding times, hampered internal communication across ~3,800 employees, and left The YMCA looking for a partner to modernize its customer service.

Bright Pattern implemented its cloud contact center platform with out-of-the-box APIs and direct integrations to ServiceNow, Microsoft Dynamics, and Microsoft Teams, enabling rapid deployment ("flip a switch") and automation of routine tasks. As a result, The YMCA reduced agent handle and onboarding time, saved about $36,000 within months, improved KPIs across the contact center, and expects to recoup the full Bright Pattern investment in roughly seven months.

The YMCA

Darren Alick

Senior Director of Customer Experience