Three Ways Dynamics 365 Contact Centre Transforms Customer Service with AI
Customer expectations have shifted. People want fast, personalised answers across every channel, and they do not want to repeat themselves.…
- Industry: Healthcare (UK & EU)
- Organisation Type: Large‑scale healthcare services provider
- Products & Services:
- MazikCare Suite
- Microsoft Dynamics 365
- Microsoft Power Platform
- Microsoft Azure
- Kofax Intelligent Automation
- Key Focus Areas:
- Patient care and medication management
- Clinical and pharmacy operations
- Logistics, warehousing, and track‑and‑trace
- Enterprise operational modernisation
- Location: United Kingdom & Europe
Overview
A leading healthcare services organisation operating across the UK and Europe set out to modernise its digital landscape to better support patient care, medication management, and clinical operations. The organisation delivers complex services including specialised pharmacy operations, home‑based cancer care, decentralised clinical trials, and rare disease medicine distribution for over 250,000 patients annually.
To sustain growth and continue delivering safe, timely care, Mazik Global supported a comprehensive digital modernisation programme that connected patient, clinical, pharmacy, and enterprise operations on a single, scalable platform.Mazik Global supported this transformation by delivering a modern Microsoft‑based platform that connected patient services, operational management, and staff workflows across the organisation.
The Challenge
The organisation was constrained by ageing and disconnected systems that could no longer support the scale or complexity of its healthcare operations. Critical workflows across pharmacy, clinician services, logistics, and patient management were fragmented, resulting in inefficiencies, limited visibility, and increased operational risk.
Key challenges included:
- Disparate systems across pharmacy, clinician visits, and patient management
- Over‑engineered, hard‑to‑maintain integrations
- Deprecated on‑premise patient management and CRM platforms
- Manual, error‑prone processes limiting accessibility and productivity
- Poor end‑to‑end visibility from warehouse to patient delivery
The Solution
Mazik Global delivered an end‑to‑end healthcare transformation using MazikCare and Microsoft Dynamics 365 to modernise clinical, pharmacy, logistics, and enterprise operations.
The solution enabled:
Patient & Clinical Services
- Patient scheduling and call‑centre management
- Case and field service management
- Clinician visit planning and execution
Pharmacy & Medication Management
- Prescription and referral management
- Prescriber and clinician portals
- Intelligent document processing using Kofax
Logistics & Supply Chain
- Advanced warehousing, materials management, and logistics
- End‑to‑end track‑and‑trace from warehouse to patient dosage
- Custom logistics tracking via Power Apps
Enterprise Operations
- Integrated billing, invoicing, finance, HR, and supply chain management
Impact & Outcomes
The organisation achieved significant improvements across clinical, operational, and enterprise functions, including:
- Stronger end‑to‑end visibility across pharmacy, clinical, and logistics operations
- Improved prescription accuracy and reduced medication waste
- Faster clinician scheduling and enhanced patient experience
- Streamlined workflows with improved compliance and audit readiness
- A modern, scalable digital foundation supporting continued growth
Technology Overview
MazikCare Suite
- Core healthcare platform enabling unified patient, clinical, and pharmacy operations
Microsoft Dynamics 365
- Enterprise applications supporting finance, HR, supply chain, and operational management
Microsoft Power Platform
- Low‑code tools for custom apps, automation, and workflow optimisation
Microsoft Azure
- Scalable, secure cloud infrastructure enabling integration and data protection
Kofax Automation
- Intelligent document processing for referrals, prescriptions, and clinical records
Healthcare‑First Design
We design solutions around real clinical, pharmacy, and operational workflows to support safe and efficient patient care.
Healthcare Microsoft Expertise
As a Microsoft partner, we bring deep experience across Dynamics 365, MazikCare, Power Platform, and Azure for regulated healthcare environments.
End‑to‑End Delivery
From architecture and implementation to optimisation and scale, we support complex healthcare transformation programmes throughout their lifecycle.
Scalable & Compliant Platforms
Our solutions are built to scale across services and regions while meeting security, governance, and audit requirements.
