CASE STUDY
How Quit Tasmania Transformed Frontline Support with Dynamics 365 Contact Center
Quit Tasmania (part of Cancer Council Tasmania) is a community-focused program dedicated to eliminating the harms of smoking and vaping by preventing uptake and providing cessation support to all Tasmanians. They deliver the Tasmanian Quitline, a frontline counselling service, offering vital resources and personalised support to help individuals across all regions of the state quit for good.
BRIEF
To eliminate the harms of smoking and vaping, Quit Tasmania required digital infrastructure as responsive as its Quitline Counsellors.
Partnering with Walkerscott, Quit Tasmania strategically transitioned from Salesforce CRM to a comprehensive Dynamics 365 Contact Center solution on the Microsoft Cloud. As a program of Cancer Council Tasmania, this move aligned them to the rest of the organisation, streamlining operations through a shared services model, while introducing vital new communication channels to reach a modern demographic.
CHALLENGES
While Salesforce had been a foundational tool, Quit Tasmania faced limitations with the solution including strategic misalignment and data silos.
The legacy system lacked integrated multi-channel capabilities such as Live Chat and two-way SMS which are essential for engaging with a younger demographic.
Furthermore, using a different CRM than Cancer Council Tasmania led to duplicated efforts and data silos that made it difficult to obtain a complete view of a client’s engagement history.
“We definitely wanted to expand and make our service more accessible and relevant for that younger population. Having these different channels of communication simply makes the service more accessible to people across all regions in Tasmania.”
Abby Smith
Director of Prevention and Quit Tasmania
SOLUTION
Walkerscott implemented a comprehensive Dynamics 365 Contact Center (CCaaS) solution in a phased approach to prioritise mission critical functionality for Quit Tasmania.
Dynamics 365 CCaaS Deployment
A unified Dynamics 365 CCaaS interface now manages Voice, Live Chat, SMS, and Email, consolidating all client interactions into a single, centralised view.
- Voice (Telephony) via Azure Communication Services
- Live Chat for real-time online support
- SMS for two-way communication and automated notifications
- Email for seamless correspondence management
To minimise the learning curve, the core Quit Attempt workflow was replicated in Dynamics 365, so that Counsellors could feel confidence in the new system. Additionally, service quality surveys are now automatically triggered directly within the CRM to provide immediate visibility into the client experience.
Quit Tasmania reduced manual processes through automated workflows.
Power Automate was used to reduce the friction of manual tasks like resource pack fulfillment and eligibility tracking. The solution also leveraged Dynamics 365 Customer Insights and Journeys to create automated multi-channel communication campaigns. These journeys orchestrate targeted communications across SMS, email, and voice with the ability to create and update support cases based on client responses.
LEARNINGS
Recognising that a DIY data migration is more complex than first anticipated.
Digital transformation is rarely without friction, and Quit Tasmania elected to manage the data cleaning and validation internally to align with budget requirements. This internal approach to data migration proved to be more resource intensive and complex than the team had initially anticipated.
To mitigate these challenges, Walkerscott acted as a strategic guide by providing foundational scoping and system configuration. This empowered the Quit Tasmania team to build internal capacity and remain self-reliant while providing expert support for technical hurdles. This approach ensured there was no full-service shutdown during the “go-live” in 2025. Following the migration, the organisation managed a planned six-month transition period where counsellors could access both the old and new systems to ensure continuity of care.
“Choosing the right implementation partner who really understands the business, our people and the challenges we’re up against is just as important as technical skills. With Walkerscott, we didn’t have to go back and do a lot of contextual work. They already had a deep understanding of our organisation and the different business units due to the work done with Cancer Council Tasmania.”
Abby Smith
Director of Prevention and Quit Tasmania
RESULTS
The implementation of Dynamics 365 Contact Center has transformed Quit Tasmania from a reactive call centre to a proactive and data-driven service.
Counsellors no longer need to look for clients, because information automatically connects when a call or SMS arrives, which has significantly improved call handling. Additionally, the team is now capturing real-time feedback through integrated service quality surveys, providing immediate visibility into the effectiveness of support programs. New channels like SMS have seen high adoption among younger Tasmanians who prefer text over voice. For the first time, the whole organisation has a single source of truth for client and partner information.
WHERE TO NEXT
With their new Dynamics 365 CCaaS foundation, Quit Tasmania is positioned to leverage the wider Microsoft ecosystem for future scalability, advanced analytics and AI.
As the organisation’s needs evolve, the team have the opportunity to take advantage of the CCaaS solution as well as the broader Dynamics 365 ecosystem. This alignment offers a more holistic and cost-effective longer-term solution.
The team plans to utilise Power BI to create real-time dashboards for program effectiveness. Looking further ahead, the transition to the Microsoft Cloud opens the door to explore Copilot-driven insights and autonomous agents to assist Counsellors with administrative tasks as their data matures.
“Moving to a centralised, organisation wide system has finally provided us with a single source of truth… We now have a usable system that everyone is getting comfortable with, and we can finally take a breath and look at how to use it smarter.”
Abby Smith
Director of Prevention and Quit Tasmania
Voice done right Walkerscott × IComm expert partnership
A successful Dynamics 365 Contact Center deployment isn’t just about CRM configuration, it’s clear calls, smart routing and rock-solid uptime. That’s why we partner with IComm, Australia's Microsoft Teams voice specialists. Together we manage the full path from your numbers and carrier, through Teams, into Dynamics 365, so calls stay clear, compliant and connected.
What you get
Clear, reliable calls: engineered for quality, not just “switched on”
Smarter routing: menus, queues and skills that match your workflows
Numbers sorted: Porting and new ranges handled end-to-end
Built-in resilience: Tested failover so calls keep flowing
Compliance covered: Emergency calling and recording needs designed in
One team accountable: Carrier → Teams → Dynamics 365, clear ownership end-to-end