Case Study: Limerick City & County Council modernises citizen services with Storm Technology and Dynamics 365 Customer Service

Limerick City & County Council streamlines 36,000 cases a year with Storm Technology

Limerick City & County Council, formed from a merger in 2014, supports nearly 210,000 residents and processes over 36,000 cases annually. The Council faced the challenge of managing this high volume of services from both indoor and outdoor teams with a scalable and efficient digital solution to meet increasing demand. To modernize its public service delivery, it partnered with Storm Technology to migrate from its existing SugarCRM system.

Storm Technology implemented a solution using Microsoft Dynamics 365 Customer Service and integrated Power Automate. This provided a unified platform to log, track, and assign cases from multiple channels and automate processes. The results included streamlined case management, a consolidated view of customer history, and significant time savings. Storm Technology's solution also empowered employees to create their own reports, reducing the digital services team's workload and improving both the citizen and employee experience.

Limerick City & County Council