Case Study: BUPA International achieves personalised, proactive care and a 360-degree customer view with Microsoft Dynamics 365

Bupa prescribes a dose of digital transformation for healthier outcomes

Bupa International, a large Australian health and care company, faced the challenge of supporting an ageing population where more than 11 million Australians live with chronic conditions and only 40% have adequate health literacy. Bupa TeleHealth’s original chronic-disease program relied heavily on patient self-reporting and failed to deliver the intended outcomes, so the team needed a way to meet people at the right time with the right information and better personalise care.

Bupa implemented Dynamics 365 Customer Service as the digital foundation to create a 360-degree view of customers, enable multiple tailored programs (for example, proactive post-discharge calls and risk assessments for people aged 75+), and link customers to appropriate services. The platform has improved Bupa’s ability to deliver timely, personalised support, generate actionable insights, and integrate with Azure and AI tools—while teaching operational lessons about limiting early customisation to speed stable deployment.

BUPA International

Nirasha Parsotam

Head of Health Systems Strategy & Integration