As New Zealand’s largest primary health organisation, ProCare supports more than 140 general practice members caring for nearly 700,000 patients. That means its systems need to keep pace with constant operational and compliance change while helping practices spend less time on administration and more time with patients.
ProCare’s previous relationship management platform, an ageing on-premise version of Microsoft Dynamics, had become difficult to adapt. Even small changes could take weeks or months to implement, thereby limiting ProCare’s ability to respond quickly when stakeholder requirements shifted. Teams were often forced to rely on spreadsheets and email to manage tasks that should have been handled within the platform.
“In a compliance environment that is constantly changing, we had to go to our support team to configure the system for even minor changes,” says ProCare Team Lead Aniket Chauhan. “That lack of agility was significant. Even adding a field could take weeks or months, and when we had to create segments, we were relying on Excel more than the platform.”
Following an RFP process, ProCare selected Datacom as its implementation partner and chose Microsoft Dynamics 365 Customer Engagement as its new platform. Datacom’s healthcare sector experience, Microsoft expertise and collaborative delivery approach helped ProCare move quickly while maintaining business continuity. The initial phase focused on lifting and shifting core data and functionality, followed by three phased improvements to introduce more structured workflows, stronger visibility and better support for service delivery.
The new platform brings customer insight and case management into one environment, replacing manual, email-driven processes with more transparent and consistent workflows. ProCare can now update thousands of records in bulk, giving teams faster access to accurate information and reducing the effort involved in repetitive administrative tasks. Leaders have better visibility of incoming queries and service trends, while traceable processes and cleaner data support stronger governance and audit readiness.
For ProCare’s 90 internal users, the shift has improved consistency, reduced the risk of missed communications and created clearer ownership of work. It has also given the organisation a more scalable way to manage segmentation, communications and member engagement in one connected system. Over time, that foundation is expected to make it easier to expand self-service options for practices and respond faster as the healthcare environment changes.
Looking ahead, ProCare wants to reduce the administrative burden on general practices by enabling more self-service and more dynamic data processes, including quarterly declarations required by Health New Zealand. With a modern cloud platform now in place, it is also better positioned to explore future AI-based services such as knowledge management for practices. In that sense, the project is not just a technology upgrade but a practical step towards giving clinicians more time to focus on patient care.
“Our biggest priority is helping general practitioners and nurse practitioners spend less time doing administrative work and more time with patients,” says Chauhan. “With a modern cloud foundation in place, ProCare is now better positioned to keep evolving as the needs of the healthcare system change.”
Meccedes Rasmussen, Associate Director ANZ Microsoft AI Business Solutions, Datacom says, “ProCare has been a great example of how the right business solution fitting seamlessly within an organisation’s architecture, and paired with a collaborative delivery approach, can create a platform that both greatly improves efficiencies in meeting today’s organisational needs, and provides a scalable and AI ready solution for the future.
“Dynamics 365 CE gives organisations a modern Co-Pilot ready foundation that brings stakeholder, customer, service and operational data together on one connected platform, making it possible to improve visibility, streamline processes, communicate effectively and respond faster as needs change. Datacom brings deep expertise across strategy, implementation and ongoing optimisation to help customers turn that potential into meaningful outcomes.”
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