The solution

Since 2018, Silverbear have been working to integrate their membership solution with RCN's Dynamics 365 platform. Together, they overcame the challenges of processing high volumes of data in a secure and effective manner. Silverbear worked hand-in-hand with Microsoft, who made its highly specialist resources available to both partner and customer. This was a great example of technology partners working together during unprecedented times to ensure important organisations, such as the RCN, could continue to operate at full throttle. RCN recently signed a multi-year service and support contract with Silverbear.

Silverbear's technology was integrated seamlessly with the Microsoft Dynamics 365 platform, enabling an easier transfer and a better experience for users. The platform is also compliant with Microsoft's Common Data Service, which allowed the RCN's system to interoperate with Silverbear functionality and design, so the RCN team could add its own strategic value and customization. With Silverbear's consultancy, the RCN was given the right platform to develop case management capability themselves, rather than having to outsource the work as they had done previously. This advancement allows RCN's IT staff to shift their focus solely to system development and progress, without distraction.

After months of preparation and a continued commitment to the project during difficult times in lockdown, the technology officially went live last month. Silverbear carried out testing to make sure the transition would run smoothly, inspiring trust and confidence in the team and the system. When minor fixes do need to be deployed, Silverbear ensures they are carried out with as little disruption as possible to the RCN, resolving issues at times that do not interfere with the system's operational activity. The new system also delivered an upgrade to the user experience. It is simpler to navigate and quicker to use, which makes it easier to get new information for RCN staff working under time pressure.