Case Study: Municipality of Sorocaba achieves 86% issue-resolution and streamlined citizen services with Microsoft Dynamics 365

Brazilian city boosts quality of life through improved services for citizens

The Municipality of Sorocaba in Brazil was struggling with disorganized call centers, fragmented databases and poor interdepartmental communication, which left citizen reports undocumented and unresolved. Under Mayor Antônio Carlos Pannunzio and IT Director Maurício Rodrigues Gomes, the city sought a modern, user-friendly solution to increase transparency, reduce bureaucracy and improve quality of life for residents.

Sorocaba implemented Microsoft Dynamics CRM (live in four months) to centralize citizen requests, automate reporting and streamline workflows with minimal training. Within six months the city’s issue-resolution rate jumped from 5.6% to 86%, cases are tracked and addressed within five days, staff gained time for higher‑value tasks, and geocoded data enabled targeted public‑health interventions such as Zika and dengue prevention.

Municipality of Sorocaba

Mauricio Rodrigues Gomes

IT Director