Case Study: VicRoads achieves better customer service and streamlined operations with Microsoft Corporation Dynamics 365

VicRoads steers toward better customer service with Dynamics 365 transformation

VicRoads, Australia’s transportation authority, wanted to improve customer service and streamline operations without relying on fragmented legacy systems and manual workarounds. To do that, VicRoads turned to Microsoft Corporation and its Dynamics 365 Customer Service platform, along with Office 365 and Power BI, to create a more unified, efficient way to manage customer interactions, case handling, and workflows.

Microsoft Corporation implemented Dynamics 365 first in a pilot for medical fitness-to-drive assessments, with plans to expand it across more business units and integrate it with VicRoads’ web and payment platforms. Early results showed strong customer adoption of online services, digital payments, notifications, and eBilling, while employees found the new platform easier to use for case management and SLA tracking, helping VicRoads standardize processes and improve customer engagement.

VicRoads

Babu Krishnamoorthy

Program Director for Digital Transformation