Upzoids partnered with the City of Lethbridge to replace a legacy 311 system with a modern solution built on Microsoft Dynamics 365 Customer Service and Contact Center. The platform centralizes agent activity, improves reporting and insights, and enables the City to deliver more efficient, citizen-focused services.
Upzoids implemented UpCITY 365 with Microsoft Dynamics 365 Customer Service and contact centre to deliver a unified, cloud-based platform, accelerating the journey of their existing products. The new system centralizes all agent activity into a single workspace and introduces smart request routing, automated workflows, and integrated telephony. Enhanced out-of-the-box reporting from Dynamics 365 Customer Service Workspace and Contact Centre, with pre-built Power BI dashboards, now provide real-time and historical insights into call volumes, chatbot interactions, and agent availability. The platform ensures consistent data visibility, strengthened reporting, and the flexibility to grow with the city’s evolving demands, replacing the legacy system with a more secure and scalable solution.
THE IMPACT
A better experience for staff and citizens alike, the City of Lethbridge’s modern 311 platform accelerates service delivery and provides the flexibility to grow and innovate over time.
All service activity is managed within the Customer Service Workspace, allowing staff to work more efficiently without having to switch between multiple systems.
Streamlined workflows, centralized data, and reduced system switching have enabled agents to resolve requests more quickly and consistently.
By eliminating outdated third-party tools and unsupported customizations, the city has lowered licensing and maintenance costs while adopting a modern, low-code environment.
City staff were directly involved in the design and configuration of the new platform, giving them greater ownership and allowing for more straightforward management in the future.
With omnichannel service, which includes phone, chatbot, walk-in, and digital requests, and transparent tracking, citizens receive higher-quality support.
The new platform supports Copilot, sentiment tracking, and predictive analytics, positioning the city for AI-powered improvements in the future.
The City of Lethbridge chose to work with a partner that combined strong technical capability with a clear understanding of the City’s needs: Our lightweight, scalable solution Upzoids delivered a flexible, low-code platform fully supported by Microsoft built for long-term scalability and simpler internal management. Microsoft expertise With multiple Microsoft MVPs and extensive implementation experience, Upzoids brought both technical depth and real-world experience. The right team The Upzoids team brought deep, firsthand knowledge of Lethbridge’s legacy 311 system, giving the City confidence they fully understood both its limitations and its potential.
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