The Microsoft Power Platform combines four powerful applications into a central platform, making it easier than ever to connect your data, build applications, unite your teams, and simplify your business. And no coding is needed!
The power platform includes:
- Power BI – Create data visualizations, dashboards, and reports
- Power Apps – Create a suite of custom business apps
- Power Automate – Create, automate and simplify complex processes
- Premium Virtual Agents – Create powerful chatbots that take advantage of various Microsoft / Azure frameworks.
Unique challenges need unique solutions, and this is what Western Computer has provided. lift
Not managing your daily condition
At first, the expected solution looked like a traditional case management process involving queues, routing, and escalation. However, Western Computer CRM discovered after conversations with the customer that their cases and processes did not fit the standard template. This requires a different approach.
“When I sent our feasibility study to a couple of other IT companies, they were stuck in the coding world. I wanted a scalable and easy-to-understand solution for end users, not an 8-week IT project. With Western Computer, it was good I didn’t know exact requirements up front and we have the flexibility to get things done quickly.”
Accounting and data analytics manager
One of the challenges our clients wanted to overcome was that in the morning employees would have to export data from Dynamics 365 to an Excel spreadsheet and manually filter and rearrange this data to provide nurses with their day-to-day status and analytics for managers. This process alone takes 4 to 5 hours each day.
The second is to make case management more efficient for users. Perhaps most importantly, gain complete transparency and visibility for users, managers, and customers with real-time insights into each stage of the case.
building a solution
Western Computer has built a solution that will help an organization achieve its goals, with a particular focus on efficiency, clarity, and scalability.
Dynamics 365 Customer Service
The first step was to create business process flows (BPFs) in Dynamics 365 Customer Service to visually guide agents through each phase of the case. Custom status fields have been added for steps in BPF stages and custom tables have been created in D365 Customer Service to store records that will be used for reporting.
Power Automate was then used to generate the flows that trigger and generate actual report logs as states move from one phase to the next, including:
- When I entered the case and left the stage
- Which pushed the case to the next stage
- Phase duration
These guided workflows save agents time and help them visually see the progress of status and action items. Data logs are created automatically and can be used for powerful, unified reporting in both Customer Service and Power BI for users, managers, and customers.
Our customer now owns the data and records needed to generate meaningful reports in Power BI using the metrics most valuable to agents and managers. These reports can be safely accessed and viewed with real-time insights into each stage of each case, including color-coded visuals that are easy to access in detail. This provides a proactive platform to quickly monitor and analyze where bottlenecks may occur in resolving a case, or if a specific user needs assistance.
In addition to generating in-house Power BI reports, they can easily create visual dashboards and reports with focused KPIs and results tailored to each customer. Not only does this give them a competitive advantage when talking to potential new clients, it boosts trust and loyalty when they can provide this level of information and accountability to their clients.
Maximum flexibility for continuous improvements
Western Computer’s culture is based on helping customers achieve self-sufficiency and success, which is reflected in this solution for our customers. They have worked together to design a resilient and sustainable foundation for the future.
An organization can rebuild, rearrange, and repurpose the solution to include new customers faster and easier than before, even when they have unique situations, stages, and reporting requirements.
“It’s exciting to have a solid foundation that we can build on and use in so many ways. I loved working with Western Computer and appreciate that they really listened to my vision throughout the project and continued to help us move forward with that vision.”
Accounting and data analytics manager
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Creative solutions like these offer unlimited possibilities to our customers and Western Computer is here to help with diverse experiences across applications, industries, and integration. Interested in learning more about the capabilities of Power Platform for your business? Browse our
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