Customer 360° Platform for Health Insurance
Industry
Healthcare, Insurtech
Location
USA
Team size
19
Project information
Overview
A large US-based health insurance provider operating across multiple regions had no centralized CRM platform. Sales teams worked across dozens of disconnected applications, customer data was spread across systems, and support processes were inconsistent and slow. The absence of a unified platform made governance, reporting, and scaling across the organization increasingly difficult.
CodeIT consolidated the fragmented application landscape into a unified 360° customer platform built on Microsoft Dynamics 365 and Power Platform — establishing a single source of customer truth across sales, service, and engagement teams.
Challenge
Fragmented Application Landscape
Sales teams relied on dozens of disconnected tools, creating data silos and limiting visibility across customer interactions.
No Unified Customer View
Customer data was spread across systems, preventing a single source of truth and consistent engagement strategies.
Inefficient Sales & Support Processes
Disconnected systems slowed down customer interactions and reduced efficiency across sales and support operations.
High Operational Complexity
Managing multiple systems increased overhead and made governance, reporting, and scaling difficult across the organization.
Implementation
Discovery & Architecture
Assessed the existing application landscape across sales, marketing, and support functions. Defined a consolidation strategy and target platform architecture based on Microsoft Dynamics 365 and Power Platform.
CRM & Marketing Platform
Deployed Dynamics 365 Sales and Customer Journey to establish a centralized CRM and orchestrate customer engagement across the full lifecycle.
Customer Service Platform
Implemented Dynamics 365 Customer Service to unify support processes and improve service quality and consistency across channels.
Application Landscape Consolidation
Replaced multiple legacy tools with Dynamics 365 modules, standardizing processes and reducing system fragmentation across the organization.
Power Platform Modernization
Rebuilt remaining applications using canvas apps and Power Automate to ensure flexibility and seamless integration within the unified ecosystem.
Business Value
Single Source of Customer Truth
Consolidated customer data into one platform, enabling consistent engagement strategies across all teams.
Improved Cross-Functional Collaboration
Unified tools aligned sales, marketing, and customer service around shared data and workflows.
Reduced Operational Complexity
Eliminated redundant systems, simplifying operations and reducing overhead across business units.
Enhanced Customer Experience
Consistent and faster interactions improved satisfaction and strengthened long-term customer relationships.
Scalable Engagement Platform
Migrated SugarCRM customizations into Dynamics, retaining workflow logic without rebuilding from scratch.
Faster Customer Response
Unified workflows and automation reduced response times across sales and support functions.
Results
Customer data consolidation
60–75%
Faster customer response time
20–30%
Fewer disconnected systems
30–50%
Technology stack
- Microsoft Dynamics 365 Sales
- Dynamics 365 Finance & Operations
- Power Platform
- Model-Driven Apps
- Canvas Apps
- Power Pages
Team
- Enterprise Architect
- Power Platform Architect
- Delivery Manager
- Dynamics 365 Engineers
- Power Platform Engineers