client:
problem:
see what's possible.
Formero's IT team managed support requests through a fragmented system. Requests were received in person, over the phone, or via email, and then manually logged into an Excel spreadsheet stored on a local server. The spreadsheet was updated manually to track status and solutions, leading to inefficiencies. Priority One requests added further delays, as they required email approval from a manager before technicians could begin work, slowing down response times and reducing productivity.
solution:
lets get into the finer detail.
Formero’s existing Microsoft 365 Business Premium licenses were leveraged to create a streamlined and modern support system using Microsoft SharePoint and Power Platform tools.
A Microsoft Form was developed and embedded in Microsoft Teams, giving all staff an easy and centralized way to submit support requests. When a request was entered, the SharePoint list was updated automatically, triggering an email notification to the IT technician. Support requests were also displayed in a centralized job view within Microsoft Teams for easy access and tracking.
For Priority One requests, an approval workflow was implemented using Power Automate. Managers could quickly review and approve urgent requests directly from their email or within Microsoft Teams, significantly reducing response times.
Technicians could update support information from any location, ensuring that the SharePoint list and Teams job view were instantly updated. This allowed employees to track the status of their requests in real time, improving transparency and communication.
results:
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The new workflow transformed IT support operations at Formero. IT technicians could focus on resolving issues rather than spending time on administrative tasks. Managers were able to respond to Priority One requests swiftly, reducing delays and increasing the efficiency of the approval process. Employees stayed informed about the status of their requests, enhancing user satisfaction. Overall, productivity improved across the board, creating a more effective and responsive support system.