The Opportunity

A UK local government council faced a pressing challenge: its existing call scripting and case management system was approaching end-of-life. Staff were familiar with the legacy platform and hesitant to adopt new ways of working, fearing loss of functionality or control. Super users were accustomed to tailoring workflows and managing call routing, creating additional barriers to change. With support for the system ending, the council needed a modern, maintainable solution to ensure continuity of service.

Our Approach

RedRock was asked to deliver a tactical, cost-effective solution that preserved existing working practices while modernising the platform. Key steps included:

• Assessing the council’s existing Microsoft Dynamics (D365) instance as a potential solution.
• Leveraging existing licenses to minimise additional costs and avoid introducing a new product into the IT ecosystem.
• Engaging council staff through workshops and training to build confidence in using and maintaining the new system.
• Providing hands-on guidance on business analysis, change management, and adoption to ensure sustainable delivery.

Capabilities Used: 

Business Analysis, Delivery Management, Product Training, Change Management, Technical Subject Matter Expertise

Outcomes and Value Delivered

• Deployed a fully functional case management solution within the council’s existing Dynamics environment.
• Upskilled the council team, enabling them to confidently manage and evolve the platform without ongoing external consultancy.
• Ensured the solution was supportable, maintainable, and aligned with existing workflows.
• Delivered a cost-effective, low-risk migration that avoided additional licensing and long-term dependency on external providers.

Why This Matters

Contact centres are a critical touchpoint for citizens. Ensuring they have a fit-for-purpose, modern, and maintainable case management system protects service delivery and reduces costs. RedRock’s approach of working with the council, not just for the council, ensures knowledge transfer, capability uplift, and a sustainable, long-term solution.