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I4D IT Solutions streamlines and enlivens a major nonprofit system’s operations

To address outdated technology and changes in service standards, I4D used Microsoft Dynamics 365 Customer Service, reimagining operations for two key Brazilian organizations.

June 17, 2025

Digital transformation is crucial for businesses to successfully operate in today’s world. It isn’t just a matter of adopting new technologies for adoption’s sake—but about fundamentally changing how organizations improve efficiency and customer experience and deliver value.

Enter I4D IT Solutions, a Microsoft partner that specializes in digital transformations. Recognized throughout South America for their services and solutions, I4D has won several Partner of the Year Awards, including a 2023 win for Dynamics 365 Services. A Business Applications-focused organization, they have extensive experience helping customers boost productivity and collaboration using a suite of Microsoft solutions, including Dynamics 365, Power Platform, and Microsoft 365 Copilot. The I4D difference lies in the organization’s ability to adapt technology to their clients’ reality with a focus on turning technical knowledge into concrete and measurable results.

“As a Business Applications and Power Platform-focused partner, our close alignment with Microsoft empowers us to co-create high-impact solutions,” said Bernardino Medeiros, CEO of I4D. “There’s a synergy between our implementation expertise and the robust Microsoft technology stack that delivers measurable results and deep value.”

With dozens of projects already successfully delivered to customers in the public, industrial, financial, commercial, and educational sectors, I4D acts as a strategic partner for organizations that want to get the most out of the Microsoft Cloud while delivering strong governance and security.

Medeiros explained, “I4D’s work goes beyond technical delivery. We design business solutions that transform our clients’ operations.”

Reimagining a vital public resource

Operating since the 1940s, Brazil’s National Social Service of Industry (SESI) and the National Service for Industrial Training (SENAI)—two nonprofit organizations that comprise part of System S, a network of publicly funded institutions focused on workforce development and social services—provide vital services for Brazilian workers and their families. SESI offers educational and cultural services, including a network of schools that educates approximately 100,000 students of all ages; SENAI provides technical and vocational training programs and innovation services for approximately 1.8 million enrollees per year. Together, the two organizations play leading roles in supporting economic and social development throughout Brazil.

But with population growth and technology-driven changes to service standards and expectations, the two organizations recognized a need to reimagine how they provided services and customer support. For long-standing municipal organizations that provide services to large groups of people, the need to modernize is a formidable challenge, particularly when operations pre-date modern technology and internet access. For SESI and SENAI in particular, it was a massive—and massively important—challenge: in Brazil, internet usage has exploded, with more than 84 percent of the Brazilian population accessing the internet in 2023, up from less than 3 percent in 2000.

“Our close alignment with Microsoft empowers us to co-create high-impact solutions. There’s a synergy between our implementation expertise and the robust Microsoft technology stack that delivers measurable results and deep value.”

—Bernardino Medeiros, CEO, I4D

A tailored solution to modernize service delivery

SESI and SENAI São Paulo engaged I4D to develop a tailored solution that would streamline and unify customer service, modernize operations, and ultimately cut down on response times while boosting customer experience. After conducting a detailed analysis, mapping the entire service process, and multiple meetings with SESI and SENAI teams, I4D proposed a Dynamics 365 Customer Service solution—customized with help from Copilot Studio and Microsoft Power Platform—identifying it as the customer relationship management (CRM) platform best suited to SESI and SENAI’s needs.

The custom Dynamics 365 Customer Service solution integrated Service Level Agreement (SLA) rules and configured forms to address specific fields of inquiry for multiple service queues. I4D also used a Twilio integration to implement an interactive voice response (IVR) that empowers customers who call SESI/SENAI to select a reason for their call and automatically be directed to the most suitable agent to address their request. To further assist customers in a timely manner, I4D developed a chatbot using Copilot Studio and used Omnichannel for Customer Service to extend its capabilities and offer customer support through channels such as WhatsApp and SESI and SENAI website chat.

To underpin this solution, I4D used Microsoft Power Apps to develop a Kanban-based management system, fully integrated into the Dynamics 365 environment, that improved SESI and SENAI incident response. Each step of the service process is represented by columns in a Kanban board, with incidents flowing from one status to another as they are resolved. Automating the SLA rules and using this customized Kanban system helped optimize the ratio of service volume to number of operators. This system empowered SESI and SENAI units outside of the capital region to gain a practical view of incidents throughout the country, centralizing and optimizing response time, and it helped SESI and SENAI units that did not yet have access to the new CRM gain real-time access to incident reports.

“In the case of SESI and SENAI, we redesigned the customer journey with intelligent integration of key Microsoft technologies to generate real value for the citizens who rely on these organizations,” Medeiros said.

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“We don’t offer technology for technology’s sake. We’re committed to generating real value, delivering solutions that prepare our clients for the future of digital work.”

—Bernardino Medeiros, CEO, I4D

The measurable impact of Dynamics 365 on an essential system

The SESI and SENAI solution I4D developed is fully integrated with the Microsoft ecosystem, including applications such as Azure Data Lake and Azure Logic Apps—empowering SESI and SENAI to continue scaling and automating workflows informed by data. With the strategic use of Power Automate to reduce manual activities and accelerate internal workflows, I4D delivered a standardized, traceable, more fluid and citizen-centered service process to SESI/SENAI. Internally, by using Power BI to implement operational dashboards across different management levels, SESI and SENAI gained better, more tailored visibility into operations across a number of variables.

SESI and SENAI experienced significant operational gains, including a 70% reduction in average handling time for customer service cases and a 95% solve rate for cases resolved through the chatbot without human intervention. I4D’s solution significantly improved the quality of service for customers, reducing waiting times and improving personalization capabilities to help the organizations offer customized solutions and services. SESI and SENAI report that I4D’s clever usage of Microsoft solutions exceeded their expectations and brought swift, tangible benefits to the partner organizations. The success of this solution made it clear: the customizable capabilities of Dynamics 365 will continue to have a scalable, positive impact on a backbone organization that helps Brazilians achieve their economic dreams.

As for I4D, they’ve been increasing their exploration of Copilot, particularly its capabilities building apps in Power Apps and with Copilot Studio. Their work has already positioned them as experts throughout South America, modeling how other organizations can use Copilot to increase productivity, generate data-based insights, and automate intelligently.

Medeiros said, “We don’t offer technology for technology’s sake. We’re committed to generating real value, delivering solutions that prepare our clients for the future of digital work.”

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