Power App: Third Party Portal and Client Case Resolution App

Overview:

A team within a Global Shipping Company were utlising emails and spreadsheets to communicate with Third Party Shipment providers to resolve delayed shipments.

A solution was developed using the Power Platform suite (Power App, Power Automate, Power Bi, Dataverse) to autonomously run the reports required to determine outstanding shipments and provide the data to the Agents and Clients using Power App.  This allowed the users of the system to focus on resolving cases, setting statuses and leaving comments, while informing other user of the updates.

Each set of data was unique only to certain Service Providers.

Each day, the clients had access to the latest information and knew the progress of resolution for each shipment.

Functionalities include:

  • Up to date information
  • Dashboard showing statistics and KPIs
  • Comment log
  • Bulk update multiple records status or comments
  • Bulk search multiple ID’s
  • Status selection and updates
  • User specific permissions and actions (Agent, Third Party, Admin)
  • Users restricted to view certain data

Problems:

  • Excel Collaboration Limitations: Users were attempting to use Excel inbuild collaboration features however this would lead to instances of file conflicts, modified and loss of critical data, users performing destructive changes and formatting.
  • Power Bi Reporting Failures: Each day the report was ran, it required to obtain the latest comments from the various spreadsheets.  This would often fail due to duplicated key records or modification of the data, leading to loss of time and resources to correct the issues and attempt to rerun the reports.
  • Delays in resolution: Due to communication and resolution occurring over endless email chains or in a single cells in Excel, this often left ambiguity or misunderstood communication. Agents were required to double handle cases to seek clarification from third party providers to determine outcome.

Solutions:

  • Web Application Development: Transitioning to a web application ensured all users were always on the latest version of the process, reducing friction and inconsistencies.
  • Cloud-Based Processing: Moving processing to a secure cloud environment improved speed, flexibility, and scalability, allowing users to access the system from any machine, anywhere.
  • Centralized Data Storage: Centralizing data allowed for better reporting, integrity checks, and integration with multiple systems.
  • Standardized Processes: Standardizing the data structure across systems led to more efficient and reliable processes.
  • Expanded Automation: Leveraging additional systems and data connectors significantly increased automation across various databases.

Impact:

  • Enhanced Data Integrity: Centralized and standardized processes reduced the risk of errors and improved data consistency.
  • Increased Efficiency: The web application streamlined operations, reducing processing time and enabling faster decision-making.
  • Scalability: The web-based solution provided the flexibility to add new modules and processes as needed, ensuring the system could grow with the business.
  • Improved Accessibility: The cloud-based system allowed users to access and run processes from any location, increasing convenience and productivity.
  • Proactive Issue Resolution: Continuous data integrity checks and notifications helped identify and address issues before they impacted the business.

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