About the client
StoneX is a global financial services firm. It connects businesses, institutional clients, traders, investors and retail customers to financial markets worldwide. Its services include market access, trade execution and clearing, risk management, market intelligence and payments. Its operations span multiple regions, so client servicing and case management need systems and processes that scale.
What we did
- 1
Supported the migration from Salesforce to Dynamics 365. This meant adapting existing processes and business logic to Dataverse and the Power Platform, while keeping the required business behavior.
- 2
Built one reusable assignment framework for Leads, Cases and other records. It replaces separate assignment logic for each record type with one common, maintainable approach.
- 3
Implemented a unified routing approach, so the same defined criteria apply across supported case and record-handling processes.
- 4
Worked on chat-to-case and email-to-case. Incoming chats and emails are captured as Dynamics 365 cases, which supports consistent handling across channels.
- 5
Configured case forms by case type, so agents see the fields and sections that matter for each kind of case.
- 6
Added escalation rules based on defined business conditions and case criteria. They flag cases that need more attention and apply the right escalation.
- 7
Used server-side plugins for most business logic where efficiency was a priority. Kept Power Automate flows where a workflow fit better.
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The results
*Delivered as Vegacompass.
