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 struggled with resource allocation, task management and time tracking for staff and volunteers, which 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 of managing different views and interests inside the community.


After a series of discovery sessions, Skyline Consultants mapped out all the existing processes and decided to implement Dynamics 365 for Sales application, connecting Microsoft Teams for both internal communication and communication with customers, while also utilizing 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 until the time the case is successfully resolved.

In order to solve the problem of resource allocation, as well as managing 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 or overdue tasks. Thanks to Skyline’s solution, all tasks can be automatically created and assigned to the responsible person; this automatic task designer is available to any 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 tie up the related Contracts, Cases, Project Team Members, along with the corresponding documentation storage (SharePoint sites). Additionally, MS Teams provides connection between internal processes in Dynamics 365 and equal access for clients and volunteers to project materials.

Migrating 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 while keeping their data safe in a highly secure system.

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