Whitepaper: Dynamics 365 Automates Complex Transactions and Business Processes

Complex contracts and transactions—such as agreements, orders, and amendments—can be hard to track in a large, global company.

Complex contracts and transactions—such as agreements, orders, and amendments—can be hard to track in a large, global company. Like many others, Microsoft needed a robust management system to efficiently process—and answer questions about—multimillion-dollar contracts and associated transactions. To meet this need, Core Services Engineering (CSE, formerly Microsoft IT) developed COSMIC (Customer Obsessed Solution Management and Incident Care), a Microsoft Dynamics 365–based contract and transaction case management solution. COSMIC streamlines the tasks required to complete a transaction, called a case, with a structured, agent-guided workflow. It provides a clear view of the case as it progresses, and uses defined stages to show status from start to finish. The stages also help Microsoft track vendor performance, and business process controls and analytics help manage outsourced operations more efficiently.

  • Complex contracts and transactions—such as agreements, orders, and amendments—can be hard to track in a large, global company. Like many others, Microsoft needed a robust management system to efficiently process—and answer questions about—multimillion-dollar contracts and associated transactions. To meet this need, Core Services Engineering (CSE, formerly Microsoft IT) developed COSMIC (Customer Obsessed Solution Management and Incident Care), a Microsoft Dynamics 365–based contract and transaction case management solution. COSMIC streamlines the tasks required to complete a transaction, called a case, with a structured, agent-guided workflow. It provides a clear view of the case as it progresses, and uses defined stages to show status from start to finish. The stages also help Microsoft track vendor performance, and business process controls and analytics help manage outsourced operations more efficiently.

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