Case Study: BUPA International achieves more personalized, data-driven health outcomes with Microsoft Corporation Dynamics 365 Customer Service

Bupa prescribes a dose of digital transformation for healthier outcomes

BUPA International, a large health provider in Australia, was looking to improve health literacy, customer experience, and support for people managing chronic conditions and post-hospital recovery. The company needed a better way to capture and use customer data for its TeleHealth programs, and selected Microsoft Dynamics 365 Customer Service to help build a more connected, personalized approach.

Microsoft implemented Dynamics 365 as the digital foundation for BUPA International’s TeleHealth service, enabling proactive outreach, better care coordination, and a future 360-degree view of each customer. The solution helped Bupa deliver targeted support such as follow-up calls, medication guidance, and referrals to services for older Australians, while also generating insights to improve future care delivery. Despite early deployment challenges, the platform positioned BUPA International to expand digital health initiatives and leverage broader Microsoft AI and Azure capabilities for more personalized care.

BUPA International

Andrea Darcy

Head of Strategy and Operation