CASE STUDY: VicRoads steers toward better customer service with Dynamics 365 transformation…
CASE STUDY: VicRoads steers toward better customer service with Dynamics 365 transformation (Dynamics 365 global customer studies: published 26 June 2019)
VicRoads steers toward better customer service with Dynamics 365 transformation
There are two distinct flavours of digital transformation – one because you have to: one because you want to.
Digital transformation in response to an existential threat emerging from sectoral disruption is a differently flavoured beast to digital transformation engineered to simply make things better.
The latter is very much the case for VicRoads. It’s not as though citizens can go elsewhere for the services it provides – but still VicRoads wants those services to be better and more efficiently delivered.
Babu Krishnamoorthy, Program Director for Digital Transformation, VicRoads explains: “We need to be better at our customer experience, we want to be unified in our customer experience process.