Case Study: Kildare County Council achieves faster case management with Storm Technology and Dynamics 365

Kildare County Council triages 85% of cases same day with Storm Technology

Kildare County Council, a local government body representing over 245,000 citizens, faced a significant challenge with its outdated case management process. Its legacy system failed to integrate with core systems, creating an overreliance on manual data entry and email. This resulted in a major bottleneck, with staff taking an average of one and a half days just to clear the inbox. To overcome this and enhance citizen experience, the council partnered with vendor Storm Technology to modernize its solution using Microsoft Dynamics 365 and Power Platform.

Working with Storm Technology, Kildare County Council implemented a new CRM solution that introduced portal-driven case creation and streamlined management. The solution leveraged the council's existing Microsoft 365 investment and integrated seamlessly with other Microsoft tools. This transformation had a measurable impact, with 85% of customer cases now being triaged and assigned on the same day they are received, greatly improving efficiency.

Kildare County Council