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Digitizing Care Operations for a Retirement Living & Home Care Provider

Digitizing Care Operations for a Retirement Living & Home Care Provider

Overview


Client: A Leading Aged Care & Retirement Village Group


Industry: Healthcare & Aged Care

ICT Metrics


/ Digital Transformation Partner


The client operated across multiple retirement villages and home care services, relying heavily on manual coordination for resident outreach, in-home visit scheduling, and care support follow-ups. This led to delays in care delivery, disjointed communication with families, and inconsistent record-keeping.


Client www.aquagroup.com
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Challenge

Our Solution

Manual resident coordination, disjointed communications, and inefficient scheduling led to delays in care delivery.
Implemented Dynamics 365 Sales, Customer Service, and Field Service to manage resident journeys, care scheduling, and support. CRM centralized inquiries, complaints, and field visits.


Results:




• Reduced care dispatch time by 60% through real-time field scheduling
• All resident and family communications now centralized in CRM
• Improved visibility into care history and satisfaction
• Boosted new resident onboarding speed by 40%


Technology Stack
Dynamics 365 Sales, Customer Service, Field Service, Power Platform, Outlook Integration.




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