Media & Entertainment
Education
Unifying Customer Communication with Dynamics 365 Omnichannel
About the company
INEFOP is a tripartite, non-state public entity in Uruguay. While operating as a public organization, it fosters collaboration between the public and private sectors. Its mission is to improve employability through professional training and development. INEFOP provides a wide range of services, including job placement, internships, and professional training courses, with the goal of enhancing individual and organizational skills, expanding employment opportunities, and supporting economic growth.
The challenge
INEFOP engages with customers through multiple communication channels: in-person visits, WhatsApp, SMS, email, its web portal, and more. However, each channel previously operated in isolation, often using separate systems that did not share information or maintain a complete interaction history. This resulted in:
• Duplicated and inconsistent customer information across systems.
• Outdated or incomplete records.
• Discrepancies, such as issues resolved in one channel still appearing as open in another.
As a result, both customers and staff experienced frustration and delays.
Project owner
Our Solution
To address these challenges, INEFOP implemented Dynamics 365 Customer Service with the Omnichannel for Customer Service add-on, consolidating all communication channels into a single, unified platform.
Key improvements included:
• Unified case management: Staff assisting customers by phone, email, chat, or in person can log and track all interactions in Dynamics 365, with visibility into any other open tickets across channels.
• Centralized knowledge base: Agents gained access to a shared knowledge base supported by AI to suggest relevant articles, assist in writing responses, and provide scripts tailored to the conversation.
• Seamless experience: Customers can begin an interaction in one channel and continue it smoothly in another (e.g., chat to phone call), without losing context.
Our process
Our team
• Project Manager
• Dynamics 365 CE architect
• Dynamics 365 CE technical developer
• Dynamics 365 CE functional consultants
• Dynamics QA consultants
Our focus areas
Tech stack
• Dynamics 365 Customer Service Enterprise
• Dynamics 365 Contact Center Digital
• Power Apps
• Power Automate
Our winning results
By deploying Dynamics 365 Omnichannel, INEFOP achieved:
• A 360-degree view of the customer, consolidating all interactions across channels.
• A consistent user experience for agents, regardless of the communication channel.
• Seamless case transfer between channels, improving efficiency and customer satisfaction.
Integrations
Custom integrations were developed using Power Automate to invoke web services that validate certificate status with the following government entities:
• DGI (Dirección general Impositiva)
• BPS (Banco de Previsión Social)
• Ministerio de Industria, Energía y Minería
