Case Study: VicRoads achieves better customer service and streamlined operations with Microsoft Power BI

VicRoads - Customer Case Study

VicRoads, the Australian road and transport agency, wanted to improve customer experience and streamline back-office case management without being constrained by legacy systems. To do this it worked with Microsoft technologies — deploying Dynamics 365 for Customer Service alongside Office 365 and Microsoft Power BI — to replace piecemeal Lotus Notes applications and enable unified workflows, self‑service and better customer interaction tracking.

Microsoft Power BI and the Dynamics 365 solution were rolled out first as a pilot for medical fitness‑to‑drive assessments and are being extended across business units, integrated with a transactional website, portals and payment gateways. Early results show a strong shift to online transactions with a high percentage of users adopting digital payments, notifications and eBilling, reduced manual intervention, and improved ability for VicRoads to originate and manage customer interactions more efficiently.

VicRoads

Babu Krishnamoorthy

Program Director for Digital Transformation