# Engineers Australia _See how Engineers Australia improved member support with Dynamics 365 Contact Center, gaining real-time insights and reducing admin through AI._ Engineers Australia is improving how members engage with the organisation while creating stronger operational foundations for the future. One of the first areas to see tangible impact has been the organisation’s Customer Experience Team, where Dynamics 365 Contact Center and integrated case management capabilities are helping staff deliver faster, more informed and more personalised support to members. Behind that improvement sits a broader transformation program focused on replacing fragmented legacy systems, simplifying operations and introducing a connected Microsoft ecosystem. **Key outcomes** - Unified contact centre and case management environment - Improved visibility across member interactions and service performance - Faster access to member context and history during calls - Reduced administration through AI-generated call summaries - Better operational insight through real-time dashboards and reporting - Stronger data foundations supporting future transformation initiatives ## Navigating growth across a legacy environment ![Engineers Australia, an accredited business with a legacy of engineering excellence](https://www.fusion5.com/media/j3afvsoi/ea-image-1.jpg) Founded in 1919, Engineers Australia plays an important role in supporting the engineering profession across the country. Today, the organisation represents more than 130,000 members spanning students, graduates, chartered engineers and fellows, while also supporting accreditation, assessments, professional standards, advocacy and continuing professional development across the sector. It is a broad and highly diverse member community, spanning everything from infrastructure and construction through to defence, industrial and specialist engineering disciplines. Over time, that complexity had contributed to a technology environment that evolved in layers, with different systems introduced for different functions and operational needs. The result was fragmented data, disconnected experiences and increasing operational complexity. We had multiple CRMs, separate telephony systems and different data sitting across different platforms. Nothing was really connected.” For members, that often translated into friction and frustration. Interactions could feel inconsistent, information was difficult to access across systems, and service teams lacked a complete picture of the member journey. Internally, teams were spending significant time navigating manual processes and disconnected tools rather than focusing on higher-value member support activities. Feedback from members consistently reinforced the need for change. Engineers Australia recognised that improving member and customer experience would require more than simply replacing ageing systems. It would involve broader operational transformation, new ways of working and a more connected digital foundation capable of supporting the organisation well into the future. Technology is really the backbone of the transformation, but the goal has always been improving the experience and value we provide to members.” ## Replacing legacy systems building stronger data foundations That transformation journey is now underway through a multi-year program focused on improving member experience while fundamentally reshaping the technology environment that supports it. Rather than simply upgrading systems, Engineers Australia has been progressively retiring legacy platforms and introducing a more connected [Microsoft](https://www.fusion5.com/nz/microsoft "Microsoft")ecosystem designed to simplify operations, improve visibility and create stronger data foundations for the future. The scale of the organisation’s data challenge also became increasingly clear as the transformation progressed. Years of [disconnected systems](https://www.fusion5.com/nz/integration-services/blogs/the-5-hidden-costs-of-disconnected-systems "The 5 hidden costs of disconnected systems") and inconsistent processes meant establishing trusted data foundations would require significant effort across multiple parts of the business. Data, data, data. We always knew it was going to be one of the biggest parts of the transformation. But once you start working through years of legacy systems and fragmented data, you realise how much effort is needed to properly clean and structure it.” While the work proved larger and more complex than initially anticipated, Engineers Australia now sees those stronger data foundations as critical to supporting future capability, visibility and ongoing improvement. ## Dynamics 365 Contact Center improves frontline member support One of the earliest and most visible parts of the program has been within the Customer Experience Team (CET), Engineers Australia’s frontline contact centre operation. The team supports a wide range of enquiries across memberships, assessments, chartership, events and professional development, making it one of the organisation’s most important member touchpoints. ![Two Engineers Australia employees assist on the frontlines, now supported with Dynamics 365 Contact Center](https://www.fusion5.com/media/fagpbgdd/ea-image-2.jpg) Previously, the contact centre operated separately from case management systems, meaning staff often had limited visibility of the member before answering a call. Agents manually searched for information across systems, created records by hand and relied heavily on administrative effort to manage interactions. Today, the business and its systems are significantly more connected. With [Dynamics 365 Contact Center](https://www.fusion5.com/nz/microsoft/microsoft-digital-contact-centre) and integrated case management capabilities now in place, staff can immediately see who is calling, access member context in real time and create cases directly during conversations. The major shift has been bringing those experiences together. The contact centre now connects directly into the broader member information environment rather than operating separately from it.” The transformation has also introduced greater visibility into contact centre operations themselves. Real-time dashboards now provide insight into call volumes, response times, abandonment rates and service performance, giving leaders a clearer understanding of operational demand and member interactions. The organisation can now access and analyse operational insights that were previously difficult or impossible to capture. Lei Zhong, Business Improvement Manager at Engineers Australia, explains: We can now see operational trends and contact centre performance in real time. That visibility simply didn’t exist before.” The introduction of AI-generated transcriptions and call summaries has also reduced administration effort for frontline teams, helping create more consistent case notes while allowing staff to focus more attention on the member conversation itself. ## Managing change and continuous improvement through transformation There have definitely been highs and lows. At times, things got harder before they got better. But now we’re starting to see the impact of the work and that makes the effort worthwhile.” The organisation also learned that successful transformation depends as much on people and operational rhythm as it does on technology itself. There’s a tendency to think go-live is the finish line. But really it becomes another starting point. You need a cadence of continuous improvement, regular enhancements and ongoing adoption work to keep building momentum and value over time.” Frontline staff and internal change champions played an important role throughout the journey, helping support adoption, testing and feedback while ensuring operational teams remained closely involved in how new capabilities were introduced and refined. Fusion5 has worked alongside Engineers Australia throughout the transformation program, supporting solution architecture, platform integration, legacy system decommissioning, testing, operational readiness and ongoing refinement as the program evolved. As the transformation progressed, different stages of the program required different technical expertise and operational skillsets. The complexity means we need different expertise at different times. Having access to the right technical people when we need them has helped us work through issues quickly and keep momentum moving.” While the contact centre transformation represents only one stage of a much broader roadmap, it has already become an important proof point for the organisation. It has demonstrated how more connected systems, better visibility and stronger operational foundations can translate into [more effective member support experiences](https://www.fusion5.com/nz/microsoft/blogs/does-your-contact-centre-have-that-customer-feelgood-factor). The next phases of the transformation program will continue to expand those foundations across areas including member portals, identity management, renewals, assessments and volunteer engagement. With much of the foundational platform and data work now underway, Engineers Australia is increasingly focused on the touchpoints that most directly shape member experience and engagement. The organisation is also better positioned to evaluate and adopt emerging AI capabilities where they can deliver meaningful operational and service improvements over time. For Engineers Australia, the broader goal remains clear: creating a more connected, modern and responsive organisation that better supports both members and the engineering profession itself. This transformation has required different expertise at different stages, and the Fusion5 team has been a valuable part of that journey. Their technical depth, responsiveness and ability to support us through complexity has made a significant difference.” Rachel Au | General Manager, Operations Support, Engineers Australia Tim spends time with tech leaders and customers to understand how transformation really plays out. He turns real-world examples into clear, practical content focused on what changed, what worked, and what others can learn. ### Looking to modernise customer service and contact centre operations? Many organisations rely on disconnected telephony, case management and customer service systems that make it difficult for staff to access information, deliver consistent service and gain visibility into operational performance. As customer expectations increase, organisations need connected platforms that bring customer interactions, case management and reporting together in a single environment. Microsoft Dynamics 365 Contact Center helps organisations modernise customer service operations by combining contact centre capabilities, case management, AI-assisted workflows and real-time reporting. A successful Dynamics 365 Contact Center implementation creates a connected service environment that improves agent productivity, enhances customer experience, reduces administrative effort and provides greater operational visibility. ## Frequently Asked Questions ### What is Microsoft Dynamics 365 Contact Center? Microsoft Dynamics 365 Contact Center is a cloud-based contact centre platform that brings customer interactions, case management, AI capabilities and operational reporting together in a single environment. It helps organisations manage customer enquiries more efficiently while improving visibility across service operations. ### What are the benefits of Dynamics 365 Contact Center? Dynamics 365 Contact Center can improve customer service by giving agents faster access to customer information, reducing manual administration and providing real-time visibility into performance metrics. Benefits often include improved customer experience, increased productivity and better operational insight. ### How does integrated case management improve customer service? Integrated case management allows service teams to access customer history, interactions and case information from a single system. This reduces the need to switch between platforms, improves response times and helps deliver more personalised and consistent customer support. ### Why are data foundations important in customer service transformation? Strong data foundations help organisations create a complete and accurate view of customer interactions across channels and systems. Reliable data improves reporting, supports better decision-making and enables organisations to adopt advanced capabilities such as AI, automation and customer sentiment analysis more effectively.