Case Study: DirectWest achieves faster sales and improved customer service with Microsoft Dynamics 365

Phone directory publisher digitally transforms to better serve business customers

DirectWest, a 120‑employee subsidiary of SaskTel and the operator of Mysask411, is a long‑standing regional phone directory publisher in Saskatchewan that needed to move beyond paper and modernize its business-facing services. By 2016 its core sales, customer management, and service systems were old, rigid, costly to maintain and prevented the company from quickly launching digital offerings or using customer data effectively.

Working with Microsoft Services, DirectWest rebuilt its platform on Dynamics 365, Surface devices, Azure, Power BI and Office 365 to unify sales and service, enable fast mobile access, and bring analytics into the workflow. The new system cut connection time (seconds vs. minutes), sped deployment (first iteration in five months), reduced administrative costs, improved lead identification and customer insights, streamlined order fulfillment and service resolution, and energized staff as the company rolled out new digital services and self‑service options for customers.

DirectWest

Andrew Clarke

Vice President of Information Technology