Tag: Microsoft Dynamics 365 companies in south africa

dynamics 365 business central

Learn how an electronics manufacturer unifies data and gains agility using Dynamics 365 Supply Chain Management

Bel Fuse designs, manufactures, and markets electronic circuits products at 24 manufacturing locations across North America, Europe, and Asia. The company’s existing enterprise resource planning solution was highly customized and expensive to maintain, so it decided to deploy Microsoft Dynamics 365 Finance and Dynamics 365 Supply Chain Management. Bel Fuse unified data and can now more easily manage its supply chain operations and finance processes, gaining more agility to respond quickly to changes in the market or its suppliers.

Essential step in the supply chain

A typical consumer might interact with Bel Fuse products and not even know it. The manufacturer makes the components that power, protect, and connect electronic circuits in products we use every day. Bel Fuse is usually in the middle of the supply chain, relying on smaller parts from its suppliers before passing components on to the manufacturers that create finished products.

Founded in 1949, the company has grown significantly in the last 20 years through acquisitions. It has seven business groups, including Bel Power Solutions, which it acquired in 2014. Bel Power Solutions makes the power conversion products for server and storage networks at large server farms and in industrial products like the power sources in hybrid electric vehicles and trains.

To manage its enterprise resource planning (ERP) processes, Bel Power Solutions used a legacy version of Oracle that was highly customized and difficult to update. The version was outdated and the month-to-month costs and support for the solution were expensive.

With different business units using different ERP systems, Bel Fuse wanted to find an affordable solution to unify the company’s finance and operations processes, starting with Bel Power Solutions. Bel Fuse also needed a solution that would support its material requirements planning (MRP) process, a production planning, scheduling, and inventory control system to manage its manufacturing processes.

“Our MRP processing goes in both directions—we require a full dataset and forecasting of what’s coming to us and what’s going out,” says Scott Hasterlik, Director Global IT at Bel Fuse. “We have power assets with 500 components and 65,000 SKUs, so we needed a robust solution to share nonstandard information quickly.”

An integrated solution for finance and operations

After careful evaluation, Bel Fuse found that Microsoft Dynamics 365 had the right capabilities at the right price for the company’s needs. With Dynamics 365, Bel Fuse had a single system for the first time, the ability to report globally, and a solution that was intuitive to use and easy to add users.

Bel Fuse uses Dynamics 365 Finance to automate its financial operations, monitor performance in real time, predict future outcomes, and make data-driven decisions. For operations, the company deployed Dynamics 365 Supply Chain Management, which includes an MRP function and AI to improve visibility across its global supply chain and to improve manufacturing productivity.

To aid the quick, seamless deployment process, Bel Fuse worked with Flintfox, a Gold competency member of the Microsoft Partner Network. “Flintfox jumped in, understood what we wanted to accomplish, and helped us move forward on budget,” says Hasterlik. “Flintfox has been a fantastic partner and is still our partner of record.”

A wide range of Bel Power Solutions employees now rely on the Finance and Supply Chain Management business applications. Users include staff in customer service, quality assurance, demand and product returns, manufacturing and supply chain ordering, accounts payable, accounts receivable, and engineering. “From decision makers to factory floor managers, everyone is working in Dynamics 365, staying connected and accessing valuable data,” says Stefan Naude, General Manager, Slovakia, at Bel Fuse.

Reduced costs, disparate systems eliminated

Bel Fuse accomplished its central goal—to reduce the high costs of its previous ERP system while bringing data together in one solution. The company built the capacity it needed without a lot of customizations, helping ensure that the solution would stay flexible in the future. “With Dynamics 365, we save nearly USD2 million per year in IT service and support fees compared to our previous, highly customized solution,” says Mark Hodkinson, Vice President of Finance for the Bel Power Solutions Group at Bel Fuse.

Bel Fuse also reduced costs because it now has the tools to fulfill more of its own finance needs internally. For example, a Bel Fuse engineering and distribution site in Italy previously paid an outside firm to do its accounting. “It was easy to move the Italy site into Dynamics 365 and transfer all that work internally to our team in Slovakia,” says Hodkinson. “Now our own team manages the facility’s day-to-day finances even though they aren’t located in Italy. With a common system, we have better access to our own internal talent.”

Increased visibility and agility

With Dynamics 365, Bel Fuse gained a more global view of financial data and can perform more accurate forecasting. “I always view orders and revenue from a global perspective because the locations are all connected and have so many intercompany transactions,” says Hodkinson. “I rely on Dynamics 365 to help me make sense of complex financial histories to stay on top of complicated billing and payment processes at multiple sites.”

With ERP data now centralized and easy to access in the cloud, Bel Fuse can respond with more agility to complex, changing circumstances. When employees in Italy, China, and other countries needed to work from home during the COVID-19 crisis, the company was able to effectively run remote finance and supply chain operations. “We kept all our finance functions moving forward even though we don’t have anyone physically in the office,” says Hodkinson. “We were impressed that our team was able to get everything done while working from home for the first time, and I think that speaks to how intuitive Dynamics 365 Finance was for our team.”

As a mid-chain supplier, Bel Fuse is committed to continuing its operations on time and not becoming a bottleneck in the process. With the MRP functionality in Dynamics 365, the company has a deeper, more precise view into its supply chain and more flexibility when its suppliers face disruptions. Employees use self-generating reports to review sales orders and purchase orders and to track factory production.

“Our system quickly shows us when parts haven’t arrived on time, and we can pivot to load our production with parts that are available,” says Naude. “With Dynamics 365, we streamlined our planning and have flexibility to adapt to our vendors and adjust our inventory—all while remaining a reliable supplier.”

dynamics 365 business central

Reinvent business productivity with Microsoft Dynamics 365 and Microsoft Office 365

Microsoft Dynamics 365 Business Central is an all-in-one business management solution that helps businesses manage financials, sales, service and operations easier and faster from day one. This e-book explores how the solution integrates with Office 365 to
connect business processes and personal productivity like never before, bringing insight and efficiency to your daily tasks

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How Microsoft Business Central is Powerful & All in One Business Management Solution

Run your business anywhere with Microsoft Business Central

Choose cloud or on-premises. Business Central runs where you need it, offering the same user experience no matter how you deploy.

Take your business on the go.  The mobile version supports both cloud and on-premises users with a consistent experience across Windows, Android, and iOS devices.

Remove language barriers. Business Central supports 25 languages to help increase your productivity.

Store and transmit data across your systems. Help protect your data from unauthorized access with automatic Microsoft datacenter encryption


Manage your financials

Make informed decisions using connected data from reports, charts, and Microsoft Power BI dashboards across finance and accounting, sales, purchasing, and inventory. The late payment prediction extension helps you reduce receivables.

View charts and reports in real time through built-in reports, Excel, or Power BI. Use unlimited dimensions for your data to identify patterns and trends.

Accelerate financial closing and reporting by using the integrated accounts receivable and payable capabilities. Streamline the process with approval workflows and Microsoft Power Automate integration.

Track financial performance with custom general ledger (G/L) and account schedules reporting. Evaluate cost, revenue, or profit reporting in the cost accounting module.


Optimize your supply chain

Predict the best time to replenish stock using built-in intelligence. Use sales forecasts and expected stock-outs to automatically create purchase orders.

Get a holistic view of your inventory, and use the same costing method or different methods for your inventory items. Freely move items between locations, and control the quantity on hand using cycling counting.

Engage with your suppliers proactively and cost-effectively. Register potential suppliers, send inquiries, and convert the best offers to orders. Configure required approvers to help ensure compliance with internal and external policies.

Use system-generated suggestions to replenish inventory based on actual and forecast demand and availability.


Accelerate your sales process

Prioritize leads based on revenue potential. Keep track of customer interactions and get guidance on the best upsell, cross-sell, and renewal opportunities throughout your sales cycle.

Optimize revenue and address customers’ needs, with flexible pricing and discount structures for individual customers and customer groups.

Keep an overview of agreements with sales order and blanket sales order processes. Quickly give customers details about prices, discounts, delivery dates, product availability, and fulfillment status.

Address customer returns with sales return order management, including credit notes, repairs, or replacements.


Deliver projects on time and under budget

Create, manage, and track customer projects using timesheets and advanced job costing and reporting capabilities. Develop and modify budgets to ensure project profitability.

Manage resource levels by planning capacity and sales. Track customer invoicing against planned or actual costs on orders and quotes.

Make effective decisions using real-time insights on project status, profitability, and resource-usage metrics.


Run your warehouse efficiently

Optimize your storage facilities by setting up bins and zones in Business Central to reflect the layout of your warehouse and its racks and shelves.

Streamline receiving and storage by using a template to determine the best placement of items based on type, size, and bin capacity.

Get recommendations on where to move items to optimize the space and the picking process. Speed up shipments and reduce friction caused by cross-docking.

Use real-time data on every item’s zone, bin, and quantity to better fulfill your customers’ orders.

dynamics 365 business central

Case Study on Microsoft Dynamic 365 from Leading Automotive Industry

Toyota Industries Corporation improves service operations to maximize uptime for their customers

Toyota Industries Corporation (“Toyota Industries”) is Toyota group’s head company, with 90-plus years of history, and offers products that account for the world’s largest shares of the following three fields: forklifts, compressors for auto air conditioners, and air-jet looms. Toyota L&F Company, which develops, manufactures, sells, and  after-sales services forklifts, plans to improve the quality of their after-sales services by leveraging telematics and IoT for visualizing service operations. The company promotes the project and the introduction of Global Mobile Service Solutions (GMSS), together with Microsoft Enterprise Services. GMSS uses Microsoft Dynamics 365 for Field Service, and with telematics linked to Microsoft Azure to improve preventive maintenance and move further towards predicting failures.

Maximize Uptime by Leveraging Forklift Data

Toyota Industries aims for further growth in the business of industrial vehicles that have grown into a business that accounts for 60% of the company’s. Mr. Michio Yonezawa, General Manager, Service Department, spoke of the significance of maximizing forklift utilization by offering after-sales services that meet the business needs of their forklift customers. “The mission of the Service Department is to improve our after-sales services and establish strong relationships with our customers, so that we can receive additional orders from them. We think that offering satisfying after-sales service ultimately contributes increase sales.”

The company wanted to offer high quality services globally, and decided to introduce Dynamics 365 for Field Service as the primary tool for managing the after-sales service skills and operations for those distributors offering services to forklift customers all over the world. They wanted to improve their operational management accuracy, shift to a paperless process, reduce man-hours, and increase efficiency. They would do this by visualizing business KPIs in digital form, and laying out a framework to help boost their strengths and compensate for any weaknesses in various regions.

Mr. Yonezawa explained the reasons for selecting Microsoft Enterprise Services as their partner in achieving their objectives, as follows. “Microsoft has many great accomplishments as a global IT company, and, above all, Microsoft Enterprise Services made an achievement to implement our systems to our European sites. In addition, Microsoft Enterprise Services not only understands the latest technologies, but they also develop systems based upon our after-sales service operations, and they provide global assistance. They will help us achieve our goal of global expansion.”

Further, Toyota Industries plans to perform maintenance prior to the occurrence of failures, which also necessitates linkage technologies between the Microsoft cloud and IoT. The company uses Azure to collect machine information of their forklifts in operation. Linking information related to after-sales service from GMSS to the machine information in the cloud is expected to assist the Service Department in performing the right maintenance at the right time, preventing forklift failures from occurring at minimal cost. “Sudden failures greatly hinder the customer’s business activities, and generate extra-budgetary expenses. Previously, we conducted regular inspections in accordance with the guidelines based on how long the machines had been operating. By leveraging the machine information collected via telematics, inspections can be carried out in response to the customer’s usage, thereby reducing their burden,” explained Mr. Yonezawa.

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Visualization of Business Operations, Improvement in Productivity, and a Shift to a Paperless Process with GMSS

Toyota Industries chose Microsoft Dynamics 365 for Field Service – which is already in worldwide use, cooperates with the latest technologies including IoT, AI, and machine learning, and enables practical applications – to visualize and improve after-sales service operations for GMSS development. Mr. Senichiro Kondo, who directs the global expansion of GMSS as the General Manager, Overseas Service Operation, Service Department, stated the reasons for selecting a cloud-based system for improving their after-sales service operations. “Since we manage operations in countries except for Europe and North America, the cloud enables us to facilitate management in a unified manner, and lay out a framework that helps provide the same services world-wide. In addition, Toyota could differentiate itself from its competitors by being first to introduce IoT to the service operations. Our competitors have not done this yet. The Microsoft cloud meets our security guidelines and we did not hesitate at all to use the cloud.” India was selected to be the first country for the deployment of GMSS, which occurred in February, 2018. “One reason we chose to deploy GMSS to India first is that we directly manage the distributors with standard service operations and it would allow us to examine their cost-effectiveness in detail. Another reason is that, if it is proven cost-effective in India, where wages are low, we could promote the deployment of GMSS to distributors in other countries,” said Mr. Kondo.

In India, approximately 80 field service technicians had been receiving instructions on after-sales service operations in written form or manually. Technicians’ visit plans had been written on white boards, and material preparation before the visits was time-consuming. “The introduction of GMSS based on Microsoft Dynamics 365 for Field Services enabled the dispatchers to prepare and allocate instructions to give to the technicians. A mobile device app scheduled customer visits, periodical inspections and repair work for the technicians. Service reports can now be displayed on a screen, explained to the customer, signed by the customer, and submitted to the technician’s superior in a paperless stream, resulting in a significant improvement in work efficiency,” said Mr. Ryo Makino, a core member in charge of GMSS deployment in India, and Group Manager, Planning Group, Overseas Service Operation, Service Department.

Various materials, including service materials, check sheet for maintenances, and visit histories that were used to previously store in separate locations can all be accessed from mobile devices, helping reduce the time taken to prepare them before paying the customer a visit. This also made it possible to determine the exact amount of value added work time to the customer (excluding the time for making work preparations and travel, the time needed to start work after arrival, etc.), immediately perform an analysis, and make improvements to further promote the standardization of work procedures and the efficiency resulting from the GMSS deployment. Toyota Industries intends to reduce technician man-hours by 20% – 25% with this freshly deployed system in India.

“System deployment is pointless if it cannot benefit the following three parties: the manufacturer, the distributors, and the customer. This GMSS shows us a variety of statistics and enables us to be more efficient. The ideal arrangement is that the technicians that perform service operations use the GMSS, perform their jobs with greater ease, and feel happier, instead of just being obligatorily trained to reduce wasted time. This in turn improves the services we provide and makes the customers happier,” explained Mr. Yonezawa.

Promoting Expansion into Other Countries and Achieving Further Growth

GMSS will have been deployed in Vietnam by June, 2018, and then expanded into Singapore, Malaysia, South America, and Japan after that. “Nowadays, there are fewer technicians available, and more problems with an aging workforce and shortages. We want to deploy a system, and create an environment, where problems with paper are eliminated, and the work can be performed in a safe and efficient manner to attract more human resources,” said Mr. Kondo.

To conclude, Mr. Yonezawa said, “Our next goal is to achieve improved failure prediction together with Microsoft. We want to identify what makes our customers happy to tell us that choosing our service was the right idea. We also want to sample forklift data, use it to facilitate the design and development of future forklifts, and deliver better products and services to our customers.”

Toyota Industries, which has the world’s largest forklift marketshare, will continue to improve the quality of their after-sales services, and boost customer satisfaction and sales growth as it approaches the 100th anniversary of its foundation.

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Dynamics 365: 2020 release wave 2 plan

The Dynamics 365 release plan for the 2020 release wave 2 describes all new features releasing from October 2020 through March 2021. You can either browse the release plan online or download the document as a PDF file. The PDF file also includes information about Power Apps, Power Automate, Power Virtual Agents, Power Platform governance and administration, and Common Data Model and data integration.

The Microsoft Power Platform features coming in the 2020 release wave 2 have been summarized in a separate release plan as well as a downloadable PDF.

2020 release wave 2 overview

The 2020 release wave 2 for Dynamics 365 brings new innovations that provide you with significant capabilities to transform your business. The release contains hundreds of new features across Dynamics 365 applications including Marketing, Sales, Customer Service, Field Service, Finance, Supply Chain Management, Human Resources, Commerce, Fraud Protection, and Business Central.

Marketing

  • Dynamics 365 Marketing improves the customer journey canvas experience and adds integration with Microsoft Teams for virtual events. Segmentation is enhanced with a new natural language experience to create and consume segments, helping eliminate the specialized skills needed to build complex segments.

Sales

  • Dynamics 365 Sales continues emphasis on simplified experiences, app integrations, gamification, a new mobile experience for quick access to customer information, and new enhancements to forecasting to natively create and manage bottom-up sales forecast processes.
  • Dynamics 365 Sales Insights continues investments across multiple areas: sales acceleration, conversation intelligence, relationship intelligence, and advanced forecasting and pipeline intelligence with predictive lead and opportunity scoring to help sales teams uncover top deals.
  • Dynamics 365 Product Visualize empowers sellers and accelerates complex sales processes by showcasing and customizing products in their real-world environment. Sellers can place a 3D digital twin of a product in their customer’s environment and make detailed notes about their requirements.

Service

  • Dynamics 365 Customer Service expands agent productivity capabilities enabling agents to engage in multiple sessions simultaneously. Omnichannel for Customer Service is enhanced with additional extensibility options to enable integration with mobile applications, Microsoft bot framework, and outbound messaging channels.
  • Dynamics 365 Customer Service Insights adds new capabilities to help agents using similar case suggestions to resolve customer issues quickly and easily. A new analytical view for customer service managers helps them focus on key support areas that need attention. These highlights will also be included directly in the core Customer Service Hub app so that users can get insights in context without having to switch between applications.
  • Dynamics 365 Field Service continues to add intelligence capabilities including a new Field Service dashboard for monitoring key KPIs and work order completion metrics. There are many user experience enhancements to enable proactive service delivery. The Field Service mobile app is enhanced with capabilities such as push notifications and real-time location sharing. This release wave also includes scheduling enhancements such as multiday manual scheduling and enhanced skill-based matching.
  • Dynamics 365 Remote Assist expands its range of scenarios beyond calls, allowing technicians to perform activities such as capture service and repairs data, perform surveys and walk-throughs independently, and derive service insights from their service operations.

Finance and Operations

  • Dynamics 365 Finance continues to focus on automating common tasks to reduce the number of manual processes and add insights and intelligence in Finance. Asset leasing enhances the core capabilities of Finance and the global coverage for Finance continues to expand in this release wave.
  • Dynamics 365 Supply Chain Management expands planning optimization for Manufacturing to perform supply and production planning in near real time with in-memory services. Enhancements to Product Information Management include engineering change management and product versioning capabilities. Cost Management includes new features that will enable global companies maintain multiple cost accounting ledgers by allowing dual currency and dual valuation. Enhancements to the job card device include a new user experience and a new feature to enable reporting serial numbers.
  • Dynamics 365 Guides is focusing on intelligent workflows in this release wave. By taking advantage of data and AI innovations, work instructions can be configured to adjust on the fly based on operator inputs. In addition, insights will make it easier to use time-tracking data and connect that data to your business.
  • Dynamics 365 Project Operations unifies operational workflows to provide the visibility, collaboration, and insights needed to drive success across teams from sales to finance. Project Operations connects your sales, resourcing, project management, and finance teams within a single application to win more deals, accelerate delivery, empower employees, and maximize profitability.

Human Resources

  • Dynamics 365 Human Resources expands leave and absence and benefits management capabilities to transform the employee experience. Employees and managers will be able to manage leave and absence directly from Microsoft Teams. This release wave enables streamlined integrations to recruiting and payroll partners, thereby building a Human Capital Management (HCM) ecosystem.

Commerce

  • Dynamics 365 Commerce continues to expand capabilities enabling non-developers to easily design and manage digital commerce experiences. Customers can increase lift online and in store with “Shop similar looks” for recommendations. Customers can discover and deploy third-party services, connectors, modules, and themes from Microsoft AppSource.
  • Dynamics 365 Connected Store adds a number of new capabilities such as integration with Dynamics 365 Commerce, front-line worker task assignment and tracing with Microsoft Teams, integrated workflows with Microsoft Power Platform, intelligent command center, store analytics, and store insights solutions such as anomaly detection, inventory recommendations, and shift management recommendations.

Fraud Protection

  • Dynamics 365 Fraud Protection adds integration with Dynamics 365 Commerce and a new “manual review” capability that allows customers to use the Fraud Protection rules experience to flag transactions for review, and then allow expert human agents to consume and adjudicate those transactions.

SMB

  • Dynamics 365 Business Central investments for this release wave include service enhancements to meet the demands of a rapidly growing customer base, improved performance, handling of file storage, geographic expansion together with support for Group VAT, top customer-requested features, and deeper integration with Microsoft Teams.

Customer data platform

  • Dynamics 365 Customer Insights enables every organization to unify disparate data—be it transactional, observational or behavioral sources—to gain a single view of customers and derive intelligent insights that drive key business processes.
  • Dynamics 365 Product Insights enables organizations to understand their customers’ journey, usage, and experience across all channels of their products (web, mobile, and connected devices).

Dynamics 365 Customer Voice

 Note

Starting in July 2020, Microsoft Forms Pro is renamed to Dynamics 365 Customer Voice.

  • Dynamics 365 Customer Voice is the next product evolution from Microsoft Forms Pro. Dynamics 365 Customer Voice is an enterprise feedback management application, powering simple yet robust feedback capture, an integrated customer data platform, and built-in insights tools to enable timely followup actions to close the loop with your customers.Dynamics 365 Customer Voice includes ready-to-use feedback solution templates that preconfigure survey questions, workflow, and reports including a customer feedback solution template based on customer experience (CX) best practices from Forrester Research.

Industry accelerators

Industry accelerators are foundational components within Microsoft Power Platform and Dynamics 365 that enable ISVs and other solution providers to quickly build industry vertical solutions. The accelerators extend Common Data Model to include new entities to support a data schema for concepts within specific industries. This release wave includes enhancements to the following industry accelerators: nonprofit, education, financial services, media and communications, healthcare, manufacturing, and automotive.

Key dates for the 2020 release wave 2

This release plan describes functionality that may not have been released yet. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).

Here are the key dates for the 2020 release wave 2.

KEY DATES FOR THE 2020 RELEASE WAVE 2
Milestone Date Description
Release plans available July 8, 2020 Learn about the new capabilities coming in the 2020 release wave 2 (October 2020 – March 2021) across Dynamics 365 and Microsoft Power Platform.
Release plans available in 11 additional languages July 23, 2020 The Dynamics 365 and Microsoft Power Platform release plans published in Danish, Dutch, Finnish, French, German, Italian, Japanese, Norwegian, Portuguese (Brazilian), Spanish, and Swedish.
Early access available August 3, 2020 Test and validate new features and capabilities that will be a part of the 2020 release wave 2, coming in October, before they get enabled automatically for your end users. You can view the Dynamics 365 2020 release wave 2 early access features now.
General availability October 1, 2020 Production deployment for the 2020 release wave 2 begins. Regional deployments will start on October 2, 2020.

Just like the previous release waves, we continue to call out how each feature will be enabled in your environment:

  • Users, automatically – These features include changes to the user experience for users and are enabled automatically.
  • Admins, makers, or analysts, automatically – These features are meant to be used by administrators, makers, or business analysts and are enabled automatically.
  • Users by admins, makers, or analysts – These features must be enabled or configured by the administrators, makers, or business analysts to be available for their users.

Contact us to Upgrade your NAV to Business Central

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Case Study : Abu Dhabi government builds one-of-a-kind integrated customer service platform using Microsoft Dynamics 365

Established to lead excellence in government services, Abu Dhabi Digital Authority (ADDA) strives to lead the digital future of Abu Dhabi. Taking advantage of Microsoft Dynamics 365, Power BI, and Azure solutions, TAMM integrates Abu Dhabi government services to provide communities and businesses with a seamless, proactive, and personalized customer experience, one that promises to change the way UAE citizens and residents interact with their government for the better.

Abu Dhabi as a digital innovation destination

Abu Dhabi Digital Authority (ADDA) has a vision that offers a new way of interacting with the citizens and residents in Abu Dhabi and throughout the world. ADDA’s vision embraces technology that delivers value through innovation and service excellence. ADDA is building a digital hub that integrates Abu Dhabi’s 1,600 government and business services with over 55 entities into one central platform. This modernizing journey toward global competitiveness means citizens can look forward to a smarter, happier future with better quality of life—all thanks to the TAMM integrated services platform.

Digital smart government, powered by Microsoft

The TAMM integrated service platform is an intelligent customer support center. Taking advantage of Microsoft Dynamics 365, Power BI, and Azure solutions, TAMM unifies Abu Dhabi’s government and business services into 80 integrated journeys. This integration merges a 360-degree view of customers’ information and their interactions across the government into a seamless, proactive, and personalized customer experience. It promises to completely revolutionize the way citizens interact with the government.

Dynamics 365 creates a seamless omni-channel experience. The portal provides United Arab Emirates (UAE) citizens, residents, and visitors with a range of government services through one access point. Operating with Azure and AI increases efficiency and improve customer experience through fast, agile responses to citizen information requests. It provides stakeholders and field workers with decision-making capabilities through in-depth business intelligence on customer behavior.

“Through Power BI, we are now able to ensure that all government data is viewed, including our services that are unified and user-centric,” explains Fatima Al Obeidli, Director – Contact Center Business Management Department at ADDA. “This drives our commitment to superior customer service. The Power BI unified dashboard replaces the multiple reports of the past, ensuring one-of-a-kind customer service experience.”

Microsoft’s customer-first approach has been proven by its profound understanding of ADDA’s vision. “The aim is to establish a unique service model for Abu Dhabi government. Microsoft is a trusted partner, providing us with tools and mechanisms that empower us to lead the digital future of Abu Dhabi,” explains H.E. Saeed Al Mulla, Director, Government Services at ADDA.

Powered by innovation, inspired by society

“By leading with a modern, reliable, and integrated digital system that serves all walks of life in society, ADDA supports the business environment, attracts more investments into Abu Dhabi, and enhances the Emirate’s global competitiveness,“ says Ali Nimer, Strategy Advisor to the Director General and Head of Digital Excellence Office at ADDA.