Center for Dialog & Resolution – Case Study




Dynamics 365 for Sales



Center for Dialog & Resolution – Case Study

An independent non-profit mediation service provider and training center in downtown Tacoma, Washington with a mission to resolve differences through mediation, training, and facilitation to the public, businesses, non-profit, organizations, and governmental agencies.


Center for Dialog & Resolution is a public non-profit organization maintaining over 150 professionally trained volunteers that are willing to help work out differences in their community. The main organizational goal is to provide a space for people in Pierce County to resolve conflicts respectfully and peacefully prior to, or instead of, entering a courtroom.


When they appealed to Skyline Consultants for the first time, Center for Dialog & Resolution was struggling with resource allocation problem, managing tasks and tracking time for staff and volunteers, which certainly led to difficulties creating reports. CDR needed a cloud solution that would help them effectively manage their human resources along with the efficient Case&Event Management system to contribute to their honorable mission managing different views and interests inside the community.


After a series of discovery sessions Skyline Consultants has mapped out all the existing process and it was decided to implement Dynamics 365 for Sales application along with connecting Microsoft Teams for both internal communication and communication with customers, and Microsoft SharePoint for document management.

Dynamics 365 for Sales is now the main tool to increase day-to-day work productivity with the help of business processes automation starting from when a customer is referred to CDR by the time the case is successfully resolved.

In order to solve the problem of resources allocation, as well as for competent staff and volunteers’ workload distribution, a Task Management solution developed by Skyline Consultants specialists was introduced. The solution was tailored to the CDR’s business needs and designed to record and notify staff about upcoming and/or overdue tasks. Thereto, all tasks can be automatically created and assigned to the responsible person – automatic tasks designer is available to users with administrative rights.

To simplify the Project Management process Skyline has thought over and built complex architecture allowing CDR to store and manage specific project data all in one place. Multilevel relationships are here to tie up the related Contracts, Cases, Project Team Members, along with the corresponding documentation storage (SharePoint sites). Additionally, MS Teams is set up to provide connection between internal processes in Dynamics 365 and equal access for clients and volunteers to project materials.

Moving to the cloud made it possible for Center for Dialog & Resolution to manage all data in one place, effectively collaborate and share their progress inside the team and with volunteers along with keeping their data safe in a highly secure system.

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