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Logistics in Healthcare
In response to the COVID-19 emergency, a comprehensive solution was implemented using Dynamics 365 Customer Service for Tele-Health. The scope included efficient management of shipping logistics for medical kits, real-time inventory monitoring, and the establishment of a fully operational call center with advanced features.
The Challenge
During COVID-19 pandemic, the healthcare system faced the unprecedented challenge of managing the distribution of critical medical supplies while maintaining efficient Tele-Health services. The existing infrastructure lacked the ability to handle the surge in demand for medical kits and remote care support, which created delays in logistics, overwhelmed call center capacities, and caused inefficiencies in inventory management. A robust solution was needed to streamline the logistics of shipping medical kits, enable real-time inventory monitoring, and support the rapid deployment of a fully operational call center. Additionally, the solution had to integrate seamlessly with existing systems while ensuring real-time data exchange and efficient communication between different stakeholders, all within a highly secure and compliant environment.
Key Technological Integrations
- • Established secure connection between Dynamics 365 and existing systems.
• Utilized Azure Logic Apps and Azure Functions for real-time data exchange.
• Enabled transmission of critical patient records and personalized treatment plans.
• Developed a dedicated Azure SQL Database as a data bridge.
• Facilitated smooth data synchronization between Dynamics 365 Customer Service and SAP ERP.
• Provided a unified perspective on shipping logistics.
Call Center Operations
- Successfully deployed a call center operation within Dynamics 365 that employed over 50 agents trained in healthcare support.
The call center was designed to handle a high volume of customer interactions, serving a base of over 250,000 customers with varying needs and inquiries.