Microsoft Dynamics CRM
A central foundation for case, project and investigation management across the full lifecycle.
Organisation overview
Better case handling for more transparent public services
The organisation supports fair, accountable and transparent administration through independent advice, investigations and stakeholder engagement.
Its teams needed a modern case-management foundation to bring investigations, case records, documents and interactions into a connected working environment.
The business challenge
Case information and stakeholder interactions needed a stronger digital foundation
Investigation teams required a structured and secure way to manage each case lifecycle, coordinate workloads and make informed decisions.
01
Limited case visibilityTeams needed a more efficient way to track
investigations, activities and stakeholder interactions from start to finish.
02
Complex information managementCase documents, chronology and analysis required a
connected approach for clearer decisions and stronger record keeping.
03
Manual updates and communicationStakeholders needed secure access to relevant
case information without relying on fragmented manual processes.
The connected solution
A secure case-management platform for investigations, evidence and engagement
Vaden Consultancy implemented a tailored solution that connects case management, portals, document control, workflow automation and reporting in one operational environment.
Secure Agency Portal
A controlled communication channel that helps agencies exchange relevant case information securely.
Customer Portal
A user-friendly portal that enables end users to register and track cases more easily.
SharePoint document management
Structured document chronology, tagging and records access for stronger case documentation.
Power Automate workflows
Automated case updates and notifications that reduce routine work and improve response times.
SSRS reporting and .NET MVC
Reporting and tailored portal capabilities that support operational analysis and engagement.
Connected case information supports faster, more confident investigation and
stakeholder decisions.
Implementation approach
Built around secure, traceable case workflows
The solution was designed to bring every key part of case handling into a more organised and accessible digital environment.
01
Mapped case-management needsAligned investigation, stakeholder, workload and
information-management requirements with the operating teams.
02
Configured Dynamics CRMSet up case lifecycle management, business process flows and the
Investigation Matrix for clearer progression tracking.
03
Connected portals and documentsDeveloped agency and customer portals, then integrated
SharePoint for controlled document management.
04
Automated updates and reportingIntroduced workflow notifications and reporting
capabilities to strengthen responsiveness and oversight.
Case management workspace
Investigation overview
Investigation recordLifecycle stage updated
IN
REVIEW
Agency interactionSecure response received
ACTIVE
Case documentationChronology captured
READY
Benefits delivered
Clearer investigations and more transparent case operations
The connected platform improved the way teams capture, manage and act on case information.
Effective case oversightTeams gain stronger visibility of investigations, tasks
and case progress.
Structured investigation workflowLifecycle management and better documentation
support consistent case handling.
Enhanced stakeholder engagementSecure portals create a more transparent
experience for agencies and end users.
Lower manual effortAutomation and organised reporting help teams make decisions
faster and with greater confidence.
“The solution brings case information, documentation, stakeholder updates and workflow
controls into one connected operation - supporting clearer investigations and stronger public-service
accountability.”
