Oct 05, 2026
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Completed
Strengthening Dynamics 365 Managed Services for a Leading Hospice in Singapore
$50,000+
more 1 year
Singapore
6-9
Service categories
Service Lines
IT Services
Domain focus
Healthcare
Subcategories
IT Services
Managed IT Services
Challenge
- Business continuity risk: Issues affecting the mission-critical EMRx platform could disrupt access to patient information and important operational workflows.
- Inconsistent incident handling and escalation: Different incident severities required clear priorities, response expectations, resolution targets, ownership, and escalation paths.
- Complex support requirements: Requests ranged from routine user issues to functional, configuration, integration, and system-level problems, sometimes requiring coordination across multiple internal and external teams.
- Unstructured enhancement management: Platform improvements needed a controlled process for assessment, approval, effort allocation, delivery, and validation rather than ad hoc support handling.
- Limited service visibility: Leadership needed a consistent view of incident volumes, SLA performance, outstanding issues, change-request progress, and effort utilization.
- Business continuity risk: Issues affecting the mission-critical EMRx platform could disrupt access to patient information and important operational workflows.
- Inconsistent incident handling and escalation: Different incident severities required clear priorities, response expectations, resolution targets, ownership, and escalation paths.
- Complex support requirements: Requests ranged from routine user issues to functional, configuration, integration, and system-level problems, sometimes requiring coordination across multiple internal and external teams.
- Unstructured enhancement management: Platform improvements needed a controlled process for assessment, approval, effort allocation, delivery, and validation rather than ad hoc support handling.
- Limited service visibility: Leadership needed a consistent view of incident volumes, SLA performance, outstanding issues, change-request progress, and effort utilization.
Solution
- Established Microsoft Dynamics 365 managed services with centralized SLA management and L1–L3 support.
- Added controlled Change Request workflows, Jira Service Management, recurring reporting, and escalation governance.
- Established Microsoft Dynamics 365 managed services with centralized SLA management and L1–L3 support.
- Added controlled Change Request workflows, Jira Service Management, recurring reporting, and escalation governance.
Results
- Improved operational control and support ownership.
- Greater visibility into SLA performance, issues, enhancements, and effort utilization.
- Created a structured foundation for continuous EMRx improvement.
- Improved operational control and support ownership.
- Greater visibility into SLA performance, issues, enhancements, and effort utilization.
- Created a structured foundation for continuous EMRx improvement.