Case Management
Streamline and serve customers with transparency regardless of channel or enquiry
Case Management
Insight’s Case Management accelerator helps public sector organisations view all case data and related interactions in a searchable, secure platform. With a 360-degree view of every case, service agents can effectively streamline and manage resolution workflows.
Insight’s solution provides agents a central place to work with built-in extensibility that allows an agency to model and capture the often complex information across hundreds of different case types without compromising on usability. With Omni Channel routing, agents can handle questions via any channel, whether chat, messaging, email, social media, or phone in one place. This makes agents more productive and reduces training time, and creates a central location to manage agency capacity and status.
Benefits of the Case Management Accelerator
Public sector organisations in Australia often face challenges with fragmented data, manual processes, and inefficient workflows when managing citizen inquiries, complaints, and service requests. These issues lead to delayed responses, inconsistent service delivery, and reduced transparency, impacting citizen satisfaction and operational efficiency.
Streamlined Workflows
Automates case routing, escalation, and assignment, reducing manual tasks and ensuring cases are handled promptly and accurately.
Enhanced Citizen Experience
Provides a unified platform for multi-channel support, enabling personalized and timely responses to citizen inquiries, improving satisfaction.
Improved Transparency:
Offers real-time dashboards and reporting tools, allowing agencies to monitor case progress and ensure accountability in service delivery.
Scalability and Integration:
Seamlessly integrates with existing systems and scales to meet growing demands, supporting digital transformation across departments.
Why Insight for Microsoft
Globally we have earned all seven Microsoft Solutions Partner designations which represent our best-in-class capabilities, unmatched expertise, and our ability to successfully deliver solutions built across all areas of Microsoft technology. We are also recognised by Microsoft as a specialist in 22 areas which represent our deep technical expertise and extensive experience in delivering Microsoft services and solutions.
Top 1% of Microsoft Partners Globally
Achieved All Microsoft Solutions Partner Designations including Analytics, Modernisation of Web Applications and Low code application development
Global Partner
Best-in-class capabilities, unmatched expertise and the ability to successfully deliver solutions
Specialists in key areas
Business applications, modern work and cloud specialists
Customised help for every step
Migration, implementation, administrative support
2023 Microsoft Australia Partner of the Year
2022 Surface Hub/PC Reseller Microsoft Worldwide Partner of the Year
2021 & 2020 Microsoft Security 20/20 Azure Security Deployment Partner of the Year
2023 Microsoft Solutions AssessmentsWorldwide Partner of the Year
2021 Migration to Azure Microsoft Worldwide Partner of the Year
2021 Microsoft Singapore Security Partner of the Year
2023 Microsoft Hong Kong SAR Partner of the Year
2021 Solution Assessments Microsoft Worldwide Partner of the Year
2020 Microsoft Singapore Partner of the YearModern Workplace The Future of Work transformation
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