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Formed following the merger of Limerick City Council and Limerick County Council in 2014, Limerick City and County Council supports almost 210,000 residents with approximately 1,500 staff across a wide range of public services. With over 700 service types delivered by both indoor and outdoor teams, and the organisation processing over 36,000 cases per year, the Council recognised the growing need for a scalable and efficient digital solution to balance increasing demand with the delivery of a streamlined, citizen-centric service.
Limerick City & County Council partnered with Storm Technology to migrate from its existing SugarCRM solution to Dynamics 365 Customer Service, a Microsoft platform that would allow the organisation to log, track, and assign cases and engagements received via phone, email, and the MyLimerick Portal, all in one unified solution. Power Automate was also integrated to facilitate the automation of case management processes and help enhance citizen experience.
With the new system in place, Limerick City & County Council has streamlined case management processes and unlocked a consolidated view of customer history and interactions, equipping teams with the necessary information to manage cases more effectively and deliver an enhanced level of service.
Business Benefits
Harnessing the capabilities of D365 Customer Service & Power Platform delivered several key benefits for Limerick City & County Council.
Enhanced Citizen Service
Full visibility of customer interaction history and access to an internal knowledge base has helped employees deliver an enhanced level of citizen service.
Improved Employee Experience
All users can now create their own reports, significantly reducing the workload of the digital services team and allowing them to refocus their attention on more complex tasks.
Streamlined Processes
The automation of case management tasks with Power Automate has helped the Council reduce its reliance on manual processes and delivered significant time savings.
Download the Limerick City & County Council Case Study in Full
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