Case Study

Metlifecare NZ

Supporting transformation in retirement living with connected Microsoft platform capability.

Industry: Aged Care & Retirement Living | Location: New Zealand

Residents in a retirement living setting representing Metlifecare's community focus.

CASE STUDY OVERVIEW

Building a connected foundation for retirement living

Older adults walking outdoors in a retirement village setting.

Metlifecare is one of New Zealand’s largest retirement living organisations, operating across villages, residents, and service teams. As the organisation evolved, it needed stronger digital foundations to support customer engagement, operational visibility, and long term growth.

Delta Insights partnered with Metlifecare on a transformation journey centred on Microsoft Dynamics 365 and the wider Microsoft platform. The goal was to create a more connected environment across customer, service, reporting, and business operations.

Rather than treating the work as a one-off system replacement, the focus was on building a connected and scalable foundation that could support current delivery needs and future business change.

Organisation at scale

38 villages | 7,000 residents

A large national footprint needing connected systems and clearer visibility across the organisation.

Complex operations

2,200+ staff | 4,900 independent living homes

Multiple teams and service touchpoints made coordination and information flow critical.

Platform direction

Microsoft Dynamics 365 | Microsoft platform

A more connected foundation across customer, service, reporting, and operations.

Transformation intent

Connected | Scalable | Ongoing

Build a stronger foundation for ongoing change, not just system replacement.

THE CHALLENGE

The challenge in focus

By late 2022, Metlifecare had already spent around 18 months in an earlier Dynamics 365 implementation phase without achieving the level of delivery the organisation needed.

Delta Insights was engaged to help rebuild momentum, simplify the path forward, and focus the programme on practical business outcomes.

This was more than a technology continuation exercise. It required turning a slow moving programme into a connected and executable delivery effort that could support business priorities, improve confidence, and help Metlifecare go live within a much tighter timeframe.

Programme turnaround

Delta helped turn a prolonged implementation effort into a practical delivery programme.

Time critical delivery

Metlifecare needed momentum restored quickly and progress translated into real operational outcomes.

Scalable platform need

The platform had to support customer, service, reporting, and operational processes in a more connected way.

What Delta delivered

Delta’s role focused on practical Microsoft platform capability that improved workflow clarity, information visibility, reporting, and the broader platform foundation supporting Metlifecare’s transformation.

Delivery pathway

Programme reset and partnership

Delta helped reset a delayed Dynamics 365 programme, restore delivery momentum, and support go-live in around 8 months.

Proof: Go-live in around 8 months, Ongoing partnership since 2021

Connected Microsoft platform foundation

Delta supported a more connected Microsoft ecosystem across customer engagement, service, reporting, workflow, and financial management.

Proof: Sales, Service, Marketing, F&O, Power BI

Workflow and contract improvement

Delta improved process flow across the customer journey, including CRM-driven contract generation and better visibility of customer activity.

Proof: Automated contracts, Reduced manual effort, Better visibility

Metlifecare residents connecting in a warm retirement living community setting.

Outcomes that mattered

The work helped Metlifecare regain momentum, improve delivery confidence, and build a stronger platform base for future change.

Around 8 months

Go-live after Delta engagement

Delta helped move the programme from reset into practical delivery within a much tighter timeframe.

2 to 4%

Increase in annual recurring revenue in year one

Improved commercial performance supported the broader business case for change.

90%+

User adoption within 90 days

Strong uptake across around 250 staff helped embed the platform into day-to-day use.

Since 2021

Ongoing delivery and support relationship

Delta remains Metlifecare’s Dynamics 365 delivery and support partner today.

Hear from Metlifecare

Metlifecare case study video

Hear how Delta helped Metlifecare reset delivery, build momentum, and create a stronger Microsoft platform foundation for retirement living.

Explore our aged care and retirement living experience

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