Designed and implemented a Dynamics 365-based case management system that unified Clinical Evidence workflows, enhanced visibility, and streamlined response handling across 12+ enquiry categories.
The Client
A major health-focused non-profit organisation engaged in nationwide campaigns, advocacy, and patient education. The Clinical Evidence (CE) team plays a critical role in ensuring all public-facing health information is clinically accurate and aligned with policy and research.
Industry Category
Healthcare | Non-Profit | Clinical Operations
The Challenge
The Clinical Evidence team was receiving a high volume of diverse enquiries from various departments—media, social, advocacy, research, marketing, patient support, and more—each tracked and responded to manually via spreadsheets or shared inboxes.
There was no centralised workflow to manage clinical reviews or coordinate the responses, leading to delays, inconsistent tracking, duplicated effort, and missed deadlines. Leadership needed clear visibility into response volumes, performance, and team workload across all request types.
The Solution
I led the design and configuration of a centralised case management system within Microsoft Dynamics 365, tailored for the Clinical Evidence team. The solution introduced structure, traceability, and automation to their high-stakes, cross-functional workflows.
Key achievements included:
- Case Model Design: Created a single, unified data model to manage enquiries across 12 defined CE categories—ranging from media and advocacy to risk reduction and partnerships.
- Process Automation: Built workflows for task routing, follow-up alerts, due date tracking, and completion status.
- Advanced Search & Filtering: Enabled fast lookup of contact and account data, previous cases, and priority flags to prevent duplication and enable triage.
- Dashboards & Reporting: Delivered Power BI dashboards for real-time monitoring of response volumes by category, team workload, open/closed cases, and SLA performance.
- Training & Testing: Defined comprehensive user acceptance testing scenarios and delivered tailored training to internal users.
Technologies Used
- Microsoft Dynamics 365 Customer Service Hub
- Power BI
- Contact & Account Search Enhancements
- Microsoft Exchange
- Microsoft Outlook
The Result
The Clinical Evidence team now operates with a centralised, intelligent case management system that has dramatically improved visibility, accountability, and efficiency.
- Reduced manual effort in tracking enquiries
- Increased confidence in SLA adherence and follow-up
- Empowered leadership with real-time insights into team capacity and work trends
- Improved internal collaboration across teams like Marketing, Advocacy, and Research
This solution not only streamlined clinical review operations but also strengthened the organisation’s ability to deliver timely, accurate, and trusted information to the public.