Case Study: Regina Maria achieves improved customer experience and operational efficiency with Microsoft Dynamics 365

Romanian healthcare provider improves customer experience and business operations with Microsoft

REGINA MARIA is Romania’s leading private healthcare provider with over 5,500 employees, 45 clinics and a network of nearly 300 partner institutions. Seeking to expand its digital capabilities, the organization aimed to centralize patient medical and personal data, standardize processes across sales, marketing and customer care, and improve collaboration among clinicians to deliver better patient experiences nationwide.

Working with local partners Asseco and Linksoft and using Microsoft Dynamics 365 for Sales and Teams — plus the Druid-built chatbot “Ana” in Teams — REGINA MARIA standardized hundreds of processes, improved feedback management, and connected multiple internal systems. The customer database is now 20% more accurate, complaints are resolved 50% faster, clinician collaboration and case management have improved, and Ana saves managers about eight hours a day by surfacing and enabling approvals directly in Teams.

Regina Maria

Georgiana Andrei

Corporate Sales Director