Case Study: Chesterfield County achieves streamlined workplace efficiency, reduced turnover, and $800K net savings with Microsoft Dynamics 365

How Chesterfield County streamlines workplace experiences with Microsoft Dynamics 365

Chesterfield County’s Department of Social Services, which serves a 340,000‑member community near Richmond, Virginia, faced decades‑old infrastructure and largely manual workflows that relied on spreadsheets and handwritten logs. Data silos, duplicated entries and a surge in demand after the 2008 recession strained staff capacity, increased turnover, and made case tracking, reporting and document management inefficient.

The department implemented Microsoft Dynamics 365 for Customer Service—completed within a $1.3M budget and yielding $800K in net savings—to centralize records, automate processes and reduce task time. The platform stopped lost documents, enabled a transition toward paperless operations, improved onboarding and staff communication, and integrated with Azure, Power BI and Teams, resulting in higher productivity and reduced turnover.

Chesterfield County

Kiva Rogers

Director of the Department of Social Services