Centralizing Internal Service Operations Across 100+ Locations with Structured Case Management and SLA Governance
Table of Contents
Client Overview
The client is one of the nation’s leading providers of adult day and home care services for seniors and adults with intellectual and developmental disabilities. Operating more than 100 centers across 10 U.S. states, the organization supports approximately 8,000 members through person-centered programs focused on independence, dignity, and quality of life.
To sustain this scale of care delivery, the client relies on coordinated internal operations across departments such as transportation, human resources, recruiting, compliance, payroll, and employee support. As the organization continued to grow, the need for more structured internal service operations became increasingly important.
The Challenge
Before engaging with AlphaBOLD, the client did not have a centralized system for managing internal service requests. Most requests were handled through shared email inboxes, commonly referred to as distribution lists, with different departments monitoring their own inboxes independently.
This approach created several challenges:
- No centralized visibility into the volume of requests coming in by department or location
- Limited ability to track ownership, response times, or resolution status
- No service-level agreements (SLAs) to establish accountability or performance expectations
- Heavy back-and-forth communication due to incomplete or inconsistent information submitted via email
- Difficulty understanding operational demand across a large, multi-location footprint
Without a formal case management system in place, teams had no reliable way to understand workload distribution, identify bottlenecks, or measure how efficiently internal requests were being addressed.
The Solution
AlphaBOLD collaborated with the client to design and implement a centralized internal service operations solution utilizing Microsoft Dynamics 365 Customer Service Hub, supplemented by Power Apps, workflow automation, and service-level agreement (SLA) management.
The solution focused on replacing email-driven workflows with structured, trackable service requests while maintaining flexibility across departments with different needs.
Centralized Case Management
Dynamics 365 Customer Service Hub was implemented as the core case management platform. Incoming requests, whether submitted via email or the internal portal, are now converted into structured cases and routed to the appropriate department and queue.
Internal teams use the Customer Service Hub to:
- View and manage assigned cases
- Track case status and ownership
- Communicate internally and externally within a single system
- Maintain a consistent audit trail for service requests
This established a single system of record for internal service operations where none previously existed.
Internal Employee Service Portal
To further streamline request intake, AlphaBOLD implemented a secure, employee-facing service portal built using Power Apps.
Through the portal, employees can:
- Select the relevant department or service type
- Submit structured requests using standardized forms
- Provide required information upfront based on request type
Some request types, such as auto collision reports, were designed with more advanced data capture to collect incident details, vehicles, and related records. Other requests remain intentionally lightweight to ensure ease of use.
By standardizing how requests are submitted, the portal significantly reduces incomplete submissions and eliminates the need for repeated follow-ups to gather missing information.
Workflow Automation and SLAs
Workflow automation was introduced to support routing, notifications, and service accountability. Automated notifications alert users when cases are assigned, ensuring timely awareness and follow-up.
Service-level agreements were configured by department to define expected response and resolution timelines. SLA timers allow teams to track service performance and prioritize work based on defined response and resolution expectations.
Together, automation and SLAs introduced structure, accountability, and consistency into internal service handling.
Operational Visibility Across Departments and Locations
With structured case data now available, the client gained visibility into internal service operations for the first time. The solution enables reporting on:
- Request volume by department
- Case activity over time
- Workload distribution across teams
- Requests associated with specific facilities or locations
This foundation allows leadership to better understand operational demand and supports data-driven decision-making as the organization continues to scale.
Copilot Capabilities
While Copilot was not used as part of the solution development, the client’s teams can take advantage of native Microsoft Copilot capabilities available within the Dynamics 365 Customer Service experience. These features help users summarize case timelines and review email conversations directly within the service interface, reducing the time required to scan long histories and supporting more efficient case handling.
Results and Early Impact
The client has already established several critical operational capabilities:
- A centralized system for managing internal service requests
- Standardized intake processes across departments
- Clear case ownership and SLA-based accountability
- Reduced reliance on fragmented email inboxes
- Improved visibility into service demand across locations
Most importantly, the organization now has a scalable foundation for monitoring, refining, and optimizing internal service operations over time.
Looking Ahead
With centralized case management, structured request intake, and operational reporting in place, the client is well-positioned to continuously improve how internal services are delivered across its nationwide footprint. As more data becomes available, teams can further refine SLAs, identify recurring issues, and make informed decisions to support consistent, high-quality operations across all locations.
“Before this implementation, many of our internal service requests were handled through email, which made it difficult to track volume, ownership, and response times. The new case management solution has given our teams a centralized way to submit, manage, and monitor requests across departments. It has improved visibility, introduced accountability through SLAs, and provided a much clearer picture of how internal services are being handled across our locations.”
Modernize Your Internal Service Operations
Whether you’re managing service requests through email, struggling with visibility across departments, or looking to introduce SLA-based accountability, AlphaBOLD can help you design and implement a solution tailored to your organization.
Request a Consultation
