Case Study: Department of Agriculture, Food and the Marine achieves unified customer service with Codec and Dynamics 365

Department of Agriculture, Food and the Marine unifies 10,000-call monthly service with Codec-dss

The Department of Agriculture, Food and the Marine faced a challenge with disorganized workflows across its two separate call centers, which together handled over 10,000 calls per month. Each center used different methods, preventing a unified and streamlined customer service experience for its diverse base of farmers and industry representatives. To address this, the department partnered with vendor Codec-dss to implement a new digital infrastructure based on Microsoft Dynamics 365.

Codec-dss designed and implemented a solution integrating Microsoft Dynamics 365, Cisco Telephony, and bespoke applications to create a unified Customer Engagement Contact Centre (CECC). This provided a single view of the customer and multi-channel support through phone, email, and an online portal. The results included streamlined workflows, expanded digital services like AI chatbots and mobile alerts for field staff, and the ability to process applications more efficiently instead of handling calls. Codec-dss delivered a comprehensive system that improved operational efficiency and service delivery.

Department of Agriculture, Food and the Marine