Availing service through social media platform entails monitoring and transferring information between departments from social media. For efficient data management from twitter, the client needed enhancements for their Microsoft Dynamics CRM to enable geo specific tweet management and engagement requirements.

Client Requirement

A UK based Government agency offers civilian services through social platforms where complaints are recorded and important announcements are made. For proficient social engagement, the client wanted all twitter platforms to be managed at the same place rather than having multiple applications. They wanted to track the user location and identify the tweet disposition to send it to the respective team for improved civilian engagement.


Dynamics 365 for Social Engagement offers the ability to monitor social engagements within the Dynamics 365 interface and bring data from social media directly into Dynamics 365 dashboards and entity forms. The system’s intuitive intelligent filtering can identify the tweets based on their nature and direct it to the relevant internal department. To identify the location (latitude and longitude coordinates) at which the tweet has been posted, Nalashaa CRM team suggested using Azure Cloud Service by integrating it to Social Engagement and Dynamics CRM.

Efficient Workflow Coordination

Resourceful Time Investment

Improved Civilian Service

Technology Stack

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