In this session, you'll see how an AI agent could:
On-Demand Webcast: The Invisible CRM - How AI Agents Could Transform Your Non-Profit's Case Management
Spend less time in spreadsheets and systems, and more time with the people you serve.
Watch On-Demand
Video Navigation
00:07 - Welcome & Housekeeping
01:21 - Transforming Non-Profit Case Management with Agentic CRM
33:57 - About HSO: A Global, Award-Winning Microsoft Partner
36:06 - Next Steps
37:08 - Questions & Answers
To watch the recording in full screen mode, click on the icon in the lower right corner of the presentation after the video begins.
About the Session
Today, 73 percent of non-profits are seeing increased demand for their services, even as many face tighter funding, staffing shortages, and rising burnout. Doing more with less has become the everyday reality. For case management teams, that pressure is felt in every intake, assessment, and follow-up. Yet when this work relies on manual data entry and navigating complex systems, staff lose hours to the system itself, time that could go to the people your organization serves.
Join us for an on-demand educational session that introduces a simpler way for non-profit case management teams to work. Instead of clicking through forms and screens, imagine your staff could just ask for what they need: check a client's eligibility, update a phone number, create a follow-up task, or pull a list of urgent cases. That is the idea behind an AI agent, a tool that understands natural language, finds the right information in your system, and takes action on your behalf. The CRM is still there working in the background, but your team gets what it needs by asking, not by hunting through screens and forms.
Using Microsoft Copilot Studio and Microsoft Dynamics 365, we'll demonstrate how this could work across a typical non-profit case management team, from intake to casework to program oversight. Wherever your organization is with AI, this is a practical, grounded look at what's possible today.
Speed up intake
Check whether a client's eligibility questions are complete, draft follow-up emails for missing information, and create new records, all through a simple conversation. We'll even show it working in Spanish, supporting the multilingual communities many non-profits serve.
Lighten the caseworker's load
Reschedule appointments, summarize a client's goals, suggest next steps, log case notes, and set up referrals to partner agencies, so staff spend less time on documentation and more on client support.
Give program supervisors a clear view
Surface critical cases, flag records that haven't been updated, and generate quality reviews and compliance summaries on demand, without manual audits or waiting on IT.
Meet the Presenters
Tony Zhang | Enterprise Architect | HSO
Tony is an Enterprise Architect based in Atlanta, GA with deep expertise in Microsoft Dynamics from CRM 4.0 to Dynamics 365 and AI-driven solutions. He specializes in designing and delivering Dynamics 365, Power Platform, and AI-enabled architectures for non-profit and public sector organizations.
Pëtra Eimiller | Sr. Marketing Manager, Non-Profit | HSO
Pëtra s a marketing professional focused on the non-profit sector, helping connect organizations with insights, technology solutions, and thought leadership that support mission impact and operational excellence.
Questions? Contact us
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