The client is a leading global membership-based nonprofit organization serving the marketplaces industry and the retail real estate sector. With a large international member network and a complex ecosystem of attendees, exhibitors, speakers, and partners, the organization manages high-volume events and industry engagements across multiple channels and regions. As its digital engagement model evolved, the organization required a scalable platform capable of supporting modern event experiences, operational efficiency, and future AI-led service capabilities.
Challenges
The client needed a modern, unified platform to support large-scale event operations, sales, and attendee engagement across both physical and digital touchpoints. Several structural challenges were limiting scale and efficiency:
- Fragmented customer and event systems reduced operational visibility and slowed decision-making
- No centralized service experience across attendees, exhibitors, speakers, and partners
- Growing demand for mobile-first capabilities such as digital booth management, self-service registration, and real-time support
- Complex enterprise integrations across compliance screening, kiosks, ERP, payment systems, content repositories, and eCommerce platforms
- Limited visibility into procurement, inventory, and event operations
- An existing technology landscape that could not scale to support future AI-driven service expectations
These challenges were affecting both customer experience and operational execution.
Solutions
Visionet implemented a Dynamics 365-based Digital Contact Center and Event Operations platform to unify service, sales, finance, and digital engagement across the Microsoft ecosystem. At the core of the solution was Dynamics 365 Customer Service, which established a centralized service hub for SLA-driven case management across attendees, exhibitors, and partner inquiries. This enabled role-based agent experiences, streamlined case resolution workflows, and a unified knowledge base to support event operations and service teams.
To deliver seamless customer engagement, Visionet deployed Dynamics 365 Omnichannel, creating a consistent experience across chat, email, SMS, mobile applications, kiosks, and self-service portals. Intelligent routing and smooth handoff from self-service to live agents improved responsiveness and continuity across every touchpoint.
In addition, a Digital Contact Center was introduced with a single customer timeline, giving service teams a unified view of interactions, service history, and event-related activities. The platform was further strengthened through deep enterprise integrations across compliance systems (including OFAC screening), kiosks, Dynamics 365 Finance and Operations, Stripe payments, SharePoint, and eCommerce platforms.
This connected ecosystem enabled end-to-end visibility and control across customer service, financial workflows, and large-scale event operations, while creating a scalable foundation for future AI, Copilot, and automation enhancements.
Impact
- Improved service efficiency through centralized case management.
- 99% achievement of defined quality standards and performance targets.
- Actionable dashboards and real-time insights for leadership, operations, and service teams.
- A scalable Microsoft platform built for future AI and automation expansion.
