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Industry Fund Services’ (IFS) Super Recoveries division helps profit-to-member super funds identify and recover unpaid superannuation contributions for their members. This work depends on effective employer engagement, strong case management and timely follow-up, making the right systems essential to delivering strong outcomes for our clients and fund members.

The Challenge

IFS initially engaged a Microsoft partner, GenNet, to explore Microsoft 365 Copilot and broader opportunities to leverage AI across our operations. During those discussions, it became clear that our existing contact centre platform was operating separately from the rest of our Microsoft ecosystem, which already included Dynamics 365 Customer Service for case management. Bringing telephony, employer engagement, and case management together into a single platform presented an opportunity to simplify operations, improve employee productivity, and better position our Super Recoveries team for future innovation.

The Solution

Working with GenNet, a Microsoft partner, with nearly a decade of experience modernising workplaces on the Microsoft Cloud, including deep expertise in Teams Phone and unified communications, IFS implemented Dynamics 365 Contact Centre and Teams Phone across the Super Recoveries contact centre team. This created a more integrated employee experience by bringing calling, customer engagement, and case management into a single environment.

Because GenNet's team already understood how voice integrates into applications like Microsoft Teams, the rollout moved quickly, drawing on Microsoft Copilot Studio to configure call flows, queues, and automations. Automatic call transcription and direct integration with Dynamics365 Customer Service have reduced administrative effort, strengthened our data capture processes, and improved the quality of case information available to our employees.

The solution was delivered within five months of the initial discussions, and we estimate that agent productivity has increased by 20% since launch.

The Results

"GenNet helped us transform the way our Super Recoveries contact centre operates by bringing telephony, customer engagement and case management together within a single platform. The integration of Teams Phone and Dynamics 365 Contact Centre has improved productivity, strengthened our data capture processes and created a foundation for introducing AI-enabled capabilities that support our people and improve customer service outcomes. Weare excited by the pace of innovation within the Microsoft ecosystem and are already evaluating additional AI capabilities, starting with the Quality Assurance Agent."

— Natalie Lister, Executive Manager - Super Recoveries, IFS

Looking Ahead

With telephony, customer engagement, and case management now unified on a single platform, IFS has a strong foundation for introducing further AI-enabled capabilities, starting with the Quality Assurance Agent aspart of our ongoing commitment to innovation across the member and client experience.

Our partner GenNet shares this focus on what's next, reflecting on the broader shift now possible for organisations like IFS:

"Teams Phone extensibility was a game changer for us. It meant all of the infrastructure we had already put in place could be easily extended into the CX [customer experience] space."

— Rodney Cox, Director, GenNet

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