Case Study: San Diego Workforce Partnership achieves remote collaboration and faster community support with Microsoft Dynamics 365

Nonprofit digitally transforms to enable remote collaboration and respond to a community in crisis

San Diego Workforce Partnership, a nonprofit that helps job seekers and employers across San Diego County, faced a sudden surge in demand when COVID-19 forced it to close its offices and support thousands of newly displaced workers remotely. To keep serving the community, it turned to Microsoft Dynamics 365 along with Microsoft Teams and Power Virtual Agents to improve remote collaboration and manage overwhelming inquiries.

Microsoft Dynamics 365 helped the organization use omnichannel customer service tools to connect website visitors with an AI chatbot and, when needed, route them quickly to live agents. The solution produced a 75% bot resolution rate and successfully handed off 23% of users to human support, while enabling staff to respond faster and focus on more complex cases.

San Diego Workforce Partnership

Stephen Colón

Manager of Integrated Services