How Grace Foundation Built a Scalable Support Platform
Digital dignity at scale with Microsoft Dynamics 365
Published: August 4, 2025 | Industry: Not-for-Profit | Location: New Zealand
Digital Dignity at Scale
Grace Foundation, New Zealand's largest accommodation and rehabilitation provider for people exiting the justice system, needed to modernise. With 500 residents across 80 homes and a 700-person waitlist, they were relying on manual processes and fragmented tools.
Their team worked tirelessly—but internal systems were holding them back. Staff couldn't easily see where referrals were at. Reporting to funders was time-consuming and error-prone. Valuable time was being lost on admin instead of frontline work.
In partnership with Microsoft, Delta Insights delivered a custom Dynamics 365 platform—named Gracie—that transformed how Grace Foundation operates.
Annual Administrative Savings
Residents Across 80 Homes
Person Waitlist Managed
Reporting Time (from 4+ days)
Smarter, Faster, More Human-Centred
Delta Insights implemented Microsoft Dynamics 365 Customer Service, tailored to the Foundation's specific case flow. Key features include:
Microsoft Dynamics 365 Customer Service
Custom CRM platform "Gracie" tailored to Foundation's specific case flow
- Referral and intake triage
- Automated resident-to-programme matching
- Role-based dashboards
- Government-aligned reporting
Built-in Copilot AI
AI-powered assistance for faster, more accurate case management
- Automated record creation
- Case prioritisation
- Programme recommendations
- Data insights
Power Platform Integration
Comprehensive reporting and workflow automation
- Real-time stakeholder reporting
- Automated workflows
- Custom dashboards
- Outcome tracking
The system is scalable, secure, and aligned with Microsoft's cloud standards—giving Grace Foundation a future-ready platform to expand their services.
A New System for a New Chapter
Founded by Vicki Letele and her father David Letele Sr.—a former Mongrel Mob president who turned his life around after prison—Grace Foundation was built on second chances. But their own internal systems weren't giving them the tools to scale.
With growing public need, they needed a CRM that could:
- Track all incoming enquiries and referrals
- Automatically match residents to suitable programmes and locations
- Provide real-time reporting to government stakeholders
- Reduce admin workload for staff
The Gracie platform did just that.
Powered by Delta Reach
ACCELERATED IMPLEMENTATION
From Start to Go-Live
Delta Reach is our pre-configured customer engagement solution that significantly accelerated Grace Foundation's implementation. Instead of building from scratch, we leveraged proven frameworks to deliver faster results.
Key Accelerators:
- Pre-built case management workflows
- Ready-made reporting templates
- Integrated AI capabilities
- Proven data migration tools
The Journey from Vision to Reality
Follow the complete transformation story - from the initial project kick-off to the final results that changed how Grace Foundation operates.
The Journey Begins
Watch the project kick-off as our teams came together with Grace Foundation to begin this transformational journey.
From vision to reality - the partnership that made it all possible
Hear from Grace Foundation
See how Gracie has transformed operations and empowered the team to focus on what matters most—supporting people.
The real impact of partnership between Microsoft, Delta Insights, and Grace Foundation
Partnership in Action
From workshops to go-live, see how our team worked alongside Grace Foundation to deliver transformational change.
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Results That Matter
Beyond operational efficiency, Gracie addresses a critical systemic challenge facing NGOs across New Zealand. Government and grant funding typically covers only 66% of actual service delivery costs, creating a 34% chronic underfunding shortfall that affects the entire sector. This benchmark, based on the 2019 MartinJenkins studycommissioned by Social Service Providers Aotearoa, highlights how NGOs struggle to secure adequate funding when they can't demonstrate their true impact through comprehensive reporting.
With Gracie's real-time reporting capabilities, Grace Foundation now has the data transparency and accountability measures that funders demand. This positions them to secure better funding outcomes and ultimately serve more people in need.
"We Have a Chance Now"
"We have a chance now... it's another tool in our kit enabling us to function better, to do better, 'cause we are about building leaders... the only ones that know our journey, understand where we are coming from, is our own."
Dave Letele Sr
Co-Founder, Grace Foundation | March 2025
Featured in Microsoft News
Microsoft published an official case study highlighting Grace Foundation's digital transformation journey
Grace Foundation's Dynamics 365 Platform Delivers Digital Dignity to Support Prisoners in Need
Published by Microsoft News, this comprehensive case study details how Grace Foundation partnered with Microsoft and Delta Insights to transform their operations and better serve New Zealand's most vulnerable populations.
External validation of our partnership's impact and Microsoft's commitment to social good
Powered by Microsoft. Delivered by Delta Insights.
Gracie is more than a CRM—it's a purpose-built, AI-enhanced solution enabling second chances, accountability, and community transformation. With Microsoft Dynamics 365 and Copilot, Grace Foundation now has the digital backbone to scale its impact across Aotearoa.
Built with
- Microsoft Dynamics 365 Customer Service
- Copilot (AI record generation and prioritisation)
- Power Platform (reporting automation)
- Azure Cloud (secure, scalable hosting)
Project Details
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