Case Studies > The Peak Body for Independent Schooling
From manual mayhem to

event management mastery

using Dynamics 365 Marketing

Our client is one of the peak bodies for independent schooling in Queensland. They organise over 200 events annually, catering to a diverse community of members and non-members. Through our intervention with Dynamics 365 Marketing (now referred to as Dynamics 365 Customer Insights – Journey), SOCO addressed their immediate challenges and streamlined their event management workflow, providing a more efficient and integrated solution to manage both in-person and digital events.

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Challenge

Prior to our intervention with Dynamics 365 Marketing, the organisation’s event management process was a complex web of manual tasks for several reasons:

  • Disparate systems: The reliance on Zoom, Excel and their intranet for events management resulted in a disjointed workflow.
  • Manual processes: Each event required a manual setup, from registrations to confirmations, leading to inefficiencies and a lack of a streamlined customer journey.
  • Limited Dynamics 365 Marketing utilisation: Despite having Microsoft D365 Marketing as a CRM platform, their employees were not fully tapping into its potential, missing out on valuable features.
SOCO Solution

To enhance their event management processes and elevate customer experiences, SOCO Dynamics 365 specialists proposed leveraging Microsoft Dynamics 365’s out-of-the-box solution with customisations on event modules to align with our client’s specific needs. Key enhancements include:

  • Integrate Dynamics 365 Marketing with their website to provide users with a seamless online platform for event viewing and registrations.
  • Automate event registrations, confirmations, and invoices to reduce the time and effort currently spent on manual handling.
  • Implement QR codes for both online and in-person events to enhance information accessibility and establish a more efficient tracking system.
  • Integrate a secure payment gateway, enabling users to pay online and receive event passes in real-time.
Technology snapshot
  • Dynamics 365 Marketing: A marketing automation solution developed by Microsoft for growing companies looking to execute successful campaigns across multiple channels and manage events effectively.
  • Azure B2B and B2C: Azure is a cloud computing platform by Microsoft that offers a wide range of services for building, deploying, and managing applications. For our client, Azure B2B facilitated cross-organisation collaboration, allowing users to access applications and resources. In contrast, Azure B2C is an independent service that enables users to sign in with email or social accounts.
  • Power Automate: Power Automate is a cloud-based service that allows organisations to automate workflows and tasks across different applications and services.
  • PayPal API Integration: Enables direct online payments, providing users with a reliable and widely recognized payment gateway for event registrations.
Outcome

From manual chaos to event management mastery, the collaboration has not only addressed immediate challenges hindered by disparate tools and a lack of integration but has also set the foundation for continuous improvement. Some key outcomes include:

  • Automation resulting in 3x faster responses to event registrations and inquiries.
  • Integration of PayPal, enabling our client to offer a convenient and trusted method for users to make online payments, ensuring a smooth and efficient financial transaction process.
  • Streamlined processes, improved accessibility, reduced manual follow-up efforts and ensured data consistency across the organisation.

Additionally, here are some notable enhancements in the pipeline:

  • A comprehensive 5-day training program, gap analysis, and addressing new requirements.
  • Automation of post-event thank you email and upcoming event reminders to help nurturing ongoing relationships.
  • Bulk event ticket purchase opportunities to simplify the registration process for future events while fostering loyalty and participation.
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