Project / Delivered, handed off
Dynamics 365 Customer Service line-of-business build
A commercial insurance firm needed to manage client cover requests and the referrals out to market for pricing. Rather than build a custom front end, I stood the project up on Dynamics 365 Customer Service and grew it from there – adding quote data capture and a go-to-market/referral step on top of standard case handling. The build carried a forward roadmap for internal estimation logic and OCR ingestion of paper-based submissions, which are still common in parts of that trade.
- Status
- Delivered, handed off
- Group
- Client Work
- Stack
- Dynamics 365 Customer Service, Dataverse, Power Automate
- Repo
- Previous employer — private (Azure DevOps)
- Related writing
- Internal only (previous employer)
Architecture
- Built on Dynamics 365 Customer Service, not a custom app. The project was new, so starting from the out-of-the-box CS app gave standard case and email handling for free and a supported base to extend – faster and more maintainable than building request handling from scratch.
- Extended with quote capture and a referral-to-market step layered on the standard model, so cover requests flow through to market pricing without leaving the platform.
- Roadmap for estimation logic and OCR ingestion of paper submissions, scoped for later phases rather than over-built up front.
- Structured to hand over cleanly to a colleague for ongoing delivery.
Evidence
- Working CS-based request-and-referral system delivered into use.
- Extended beyond stock Customer Service with quoting and go-to-market handling.
- Roadmap defined for OCR and estimation phases; handed off with the design documented.