Bremen, November 16, 2023 – team neusta is implementing an omni-channel solution and case management system for the International Organization for Migration (IOM). A team of experts from the digital group – consisting of team neusta Switzerland, neusta portal services, and HEC – is implementing the project together with omni-channel solutions partner Anywhere365. “The solution, which is based on Microsoft Teams, is designed to support the processing of requests and professionalize processes. The project will initially start for country offices in Poland, Turkey, and Kenya with around 52 users,” says Carsten Meyer-Heder, managing partner of team neusta.

The International Organization for Migration (based in Geneva) promotes humane and orderly migration by implementing operational assistance programs for migrants. IOM has over 400 country offices worldwide. IOM conducted a public tender for the centralization of communication with migrants. team neusta is providing this service. “We are integrating Microsoft Teams as a modern telephone system and contact center. The omni-channel solution is from our partner Anywhere365. We are also setting up case management based on Microsoft Dynamics 365,” explains Meyer-Heder. “We are very much looking forward to working with the IOM and are grateful for the trust they have placed in us. It will be an exciting international project.”

The use of Microsoft Teams makes it possible to combine all communication options within an organization in one place. This has a positive effect on efficiency and cost reduction. In addition, IOM can respond quickly to local situations worldwide: additional communication channels can be activated, and processes such as data or document collection can be offered in a secure and structured manner. This provides migrants with an omni-channel contact option for obtaining fast and competent assistance and information. The solution is currently being introduced in three country offices. Implementation in other country offices is planned for the future.