This was a good example of where our experience really mattered."
Jeremy Desanker, General Manager, iCatalyst
Kiind
Featured Customer
A Western Australian government department engaged iCatalyst to support its emergency response function during bushfires, floods, and other major natural disasters, where teams support displaced and distressed civilians across response centres and affected areas.
Before the engagement, responders used systems that were not optimised for fast-moving emergency conditions, worked mainly from hubs with limited access to information in the field, and used phone-based workarounds to update Dynamics 365 CRM, which led to large data backlogs after events.
The department had initially asked iCatalyst to clear a backlog of data that had not been entered into the CRM. iCatalyst cleaned up and ingested the data, then worked with emergency response teams to scope a more sustainable and practical approach. The team delivered a mobile-first Canvas Power App built on the Microsoft Power Platform, integrated it with Dynamics 365 CRM, and supported offline use so responders could capture information at the point of interaction, update cases, upload documents, and send SMS updates with case numbers.
Key Transformation Requirements
- Support responders in high-pressure, fast-moving emergency environments.
- Reduce reliance on laptops and desktops for day-to-day response work.
- Support untrained responders with a simpler, more intuitive experience than the existing CRM interface.
- Improve access to live, up-to-date information in hubs and in the field.
- Reduce post-emergency data entry backlogs and manual clean-up work.
- Support work in low- or no-connectivity areas through offline functionality.
Solutions and Services Delivered
- Workshops and scoping exercises with end users in the emergency response management team.
- Mobile-first Canvas Power App built on the Microsoft Power Platform.
- Integration with the department’s existing Microsoft Dynamics 365 CRM environment.
- Offline capability and synchronisation handling for field use.
- Support agreement, plus enhancement planning and ongoing guidance.