Modernized Patient Engagement with a Scalable Dynamics 365 Communication Framework

A healthcare firm required a scalable and compliant SMS communication framework within Dynamics 365 to improve patient engagement across multiple programs and client implementations. Existing processes lacked automated, event-driven communication, centralized SMS management, consent validation, and end-to-end visibility into message delivery. Manual communication also created delays and operational overhead.

Synoptek designed and implemented a reusable Relay SMS Integration framework within Dynamics 365 PRM, leveraging Power Automate and Relay APIs. The solution enables event-driven and cadence-based SMS automation for events such as enrollment, case updates, and consent changes, while supporting both automated and user-triggered messaging.

Our solution enables several benefits, including:

• Improved Patient Engagement: Enabled timely, event-driven SMS communication, creating more consistent and responsive patient interactions across programs.
• Scalable & Compliant Operations: Centralized consent management, lifecycle tracking, and reusable architecture supported regulatory requirements while enabling rapid rollout across multiple clients.
• Reduced Effort & Faster Deployment: Reusable core-product components minimized duplicate development, reduced manual intervention, and accelerated onboarding of new client implementations.