The Challenge
A leading UK provider of NHS-funded mental health services needed a way for individuals in crisis to access same-day appointments with specialist support teams.
Previous attempts to deliver the service using Microsoft Teams had not achieved the required outcome, and the organisation was considering investing in a more expensive contact centre solution. The service needed to be simple for patients to access, quick for clinicians to manage, and capable of being deployed at pace.
The Solution
Resonate worked closely with the organisation to understand both the operational and user experience requirements before designing a solution built around the Microsoft technologies already available within the existing environment.
Using Microsoft Power Automate, Microsoft Bookings, Microsoft Teams and Microsoft Graph API, Resonate created an automated appointment booking and virtual consultation service that enables individuals to book and attend same-day appointments online.
The solution automatically identifies available specialists, converts bookings into Microsoft Teams appointments, sends SMS confirmations and meeting links, and provides pre-appointment questionnaires to help clinicians prepare ahead of each consultation.
Importantly, the solution was designed around simplicity. Service users can access appointments without requiring specialist software, while clinicians benefit from a streamlined process integrated directly into familiar Microsoft tools and workflows.
The Outcome
Resonate delivered the initial service in just two weeks—helping the organisation rapidly launch a critical same-day support capability when it was needed most.
By taking advantage of existing Microsoft investments rather than introducing a separate contact centre platform, the organisation was able to deliver a more cost-effective solution while improving access to mental health support services. Clinicians were brought online quickly, appointment management was simplified, and individuals requiring urgent assistance could access support through a seamless virtual experience.
Following the success of the initial deployment, the solution has subsequently been extended beyond the original region, providing a scalable model that can be adopted across additional services and locations.