Bremen, 16.11.2023 - team neusta implements an omni-channel solution and case management 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 intended to support the processing of inquiries and professionalize processes. The project will initially be launched 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 programmes for migrants. The IOM has over 400 country offices worldwide. The IOM issued a public tender for the centralization of communication with migrants. team neusta is providing this service. "We integrate 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 IOM and the trust they have placed in us. It will be an exciting international project."

The use of Microsoft Teams makes it possible to unite all communication options within an organization in one place. This has a positive effect on efficiency and cost reduction. In addition, the IOM can react quickly to local situations worldwide: Additional communication channels can be activated or processes such as the recording of data or documents can be offered in a secure and structured manner. This provides migrants with an omni-channel contact option to receive fast and competent assistance and information. The solution is currently being introduced in three country offices. There are plans to implement it in other country offices in the future.