Customer Success
State lottery organization modernizes operations and customer experience through Microsoft Dynamics 365 and IVR transformation
Migration – Microsoft Dynamics 365 Business Central /
Dynamics NAV
Public Sector
United States
About the Company
West Virginia’s home for Powerball, MegaMillions, video lottery, table games, scratch offs and more. The West Virginia Lottery produces sales of more than $1.1 billion annually and generates more than $520 million a year for the people of West Virginia.
I greatly appreciate how responsive everyone is at OnActuate and how easy it is to modify the system you’ve put together. This is great work and great customer service.
Jonathan O’Quinn, Director of Information Technology
West Virginia Lottery
Business Challenge
West Virginia Lottery sought to modernize its technology environment to improve both operational efficiency and customer service responsiveness.
On the operational side, the organization was running on a legacy 2013 Microsoft Dynamics GP system, which limited automation, reduced data accuracy, and constrained productivity across financial and business processes.
At the same time, its customer service model – supporting an average of 20,000 calls per month – relied on a legacy phone system that required live agents or developer intervention to update and deliver lottery information. Even simple changes required code updates, creating delays, increasing costs, and limiting the Lottery’s ability to respond quickly to customer needs – particularly during high-demand periods such as large jackpot events.
Solution
OnActuate partnered with West Virginia Lottery to deliver a phased modernization strategy that improved both core business operations and customer-facing services.
Phase 1: Core ERP modernization
The Lottery replaced its legacy Microsoft Dynamics GP system with Microsoft Dynamics 365 Business Central. This migration streamlined business processes, improved data accuracy, and enhanced overall operational productivity by establishing a modern, cloud-based ERP foundation.
Phase 2: Customer experience transformation (IVR)
Building on the strengthened ERP foundation, OnActuate implemented a modern Intelligent Voice Recognition (IVR) system to transform how customers access lottery information.
The new IVR solution enables callers to instantly retrieve real-time information—such as winning numbers and jackpot details – through a simple, voice-driven experience without requiring agent assistance. This significantly improves accessibility and responsiveness while reducing operational strain on staff.
The platform is built on a flexible, data-driven architecture that allows business users to easily update games, messaging, and configurations through a user-friendly interface – eliminating the need for ongoing developer involvement. Its cloud-based design ensures the system scales seamlessly during peak call volumes, maintaining consistent performance during high-demand events.
