Western Australia’s Main Roads has completed the migration of its customer relationship management (CRM) system into the cloud in collaboration with Microsoft.
The government agency has transitioned CONNECT, its Microsoft Dynamics-powered CRM suite, to the cloud as part of a nine-month project.
The project, supported by ASG and WithPrecision, was aimed at modernising the legacy system and providing enhanced support for its network operations centre.
The new cloud-based CONNECT platform is being integrated with Main Roads’ raft of legacy software, including its Oracle-based road data application and its record-keeping systems.
Main Roads is planning to create an Azure Data Lake to store data from different systems. To enhance its data and analytics capabilities, the agency also plans to make more use of Microsoft’s Power Platform to turn the stored data into actionable insights.
The platform has been customised to support the agency’s 24/7 Customer Information Centre by allowing staff to record calls as a customer activity or converted into a case or fault report.
Activities, cases or fault reports can also be linked to customised Project pages providing a centralised view of all customer interactions related to road projects across WA.
Main Roads CRM system manager Tanya Birbeck said the new platform has been well received by users. “People very quickly could see the advantage of having a centralised customer system and start building a more holistic view of our customers,” she said.
“It gives us a real-time view of what’s going on within infrastructure delivery projects which we never had before.”