Case Study: SMRT Corporation achieves 2.3× more case capacity and rapid innovation with Microsoft Dynamics 365

Singapore’s iconic transport provider turns to Cloud to boost customer service and innovations

SMRT Corporation, Singapore’s largest public-transport operator delivering over one billion journeys a year, needed a better way to manage high volumes of customer enquiries, lost-and-found cases and multi-channel feedback across trains, buses and taxis. With more than 1,000 staff handling customer interactions daily and a goal to accelerate innovation without heavy infrastructure costs, SMRT sought a case-handling and reporting system that would improve response times and stakeholder collaboration.

Working with Customer Capital Consulting, SMRT implemented cloud-based Dynamics 365 to create a single, automated CRM platform that aggregates all channels, routes cases to the right teams, and provides real-time dashboards and workflows. The cloud solution cut capital expenditure, sped rollout of new initiatives (innovation projects now go live in under three months), and increased case-handling capacity by 2.3× while freeing staff to deliver more personal, timely service.

SMRT Corporation

Dave Ong

Head, Passenger Service Department