Imagine a scenario where a company entrusts a third-party freight system with all its deliveries. Without the integration of Siebel apps for CRM, Microsoft Teams for collaboration, and the robust Microsoft ecosystem—including Power Apps and Power Automate—customers are left without efficient tracking, leading to frustration. In this context, agents may also find themselves irritated by the lack of streamlined processes. This use case stands as a testament to how integrating these diverse technologies can streamline operations, alleviate customer dissatisfaction, and reduce agent frustration.
Challenges:
The company grapples with the complexities of managing shipments due to the fragmented nature of its existing technology stacks. To tackle this issue, the goal is to integrate Siebel, Microsoft Teams, Bing Maps, Power Apps, and Power Automate into a seamless workflow. The primary objectives are to achieve real-time shipment status identification, utilize Bing Maps for tracking, and dispatch prompt notifications to delivery drivers based on customer requests.
Integration Strategy:
The company embarked on a journey to harmonize Siebel, Microsoft Teams, and the Microsoft Power Platform to achieve these objectives. The Power Platform, encompassing Power Apps and Power Automate, emerged as the linchpin in unifying these technologies.
- Siebel Integration:
Leveraging Power Automate, the team seamlessly connected Siebel CRM applications to Microsoft’s ecosystem. This integration ensured the smooth flow of critical customer and shipment data from Siebel into the Power Platform. - Microsoft Teams Collaboration:
By integrating Microsoft Teams with Power Apps, the company recognized it as a crucial communication tool that fosters real-time collaboration and empowers team members to swiftly address shipment-related issues. - Bing Maps for Shipment Tracking:
Bing Maps found a home within Power Apps, visually representing shipment routes and real-time tracking.
This augmented tracking capability enabled the company to monitor shipments more effectively, providing precise customer updates. - Power Automate for Notification Workflow:
Power Automate automated notification workflows, identifying customer requests and sending timely notifications to delivery drivers via the Teams app on their mobile devices.
Results:
The company achieved significant improvements in shipping processes by integrating the Microsoft ecosystem, resulting in a positive impact on the overall customer experience.
- Real-time Shipment Tracking:
Bing Maps integration delivered accurate, real-time tracking information, enabling proactive issue resolution. This enhanced visibility optimized routes and delivery schedules, providing customers with a transparent and reliable tracking system. - Efficient Communication:
The integration of Microsoft Teams streamlined communication, fostering seamless collaboration and swift issue resolution. This improvement ensures agile responses to customer inquiries, contributing to a more coordinated and efficient shipping process. - Automated Notifications:
Power Automate efficiently automated customer requests and delivery instructions, ensuring timely notifications through the Teams app. This reduced manual workload, enhanced communication accuracy, and provided customers with instant and satisfying shipment updates. - Improved Customer Satisfaction:
The seamless integration of the Microsoft ecosystem heightened efficiency, reducing errors and delays in shipping. Real-time tracking, efficient communication, and automated notifications created a positive, reliable shipping experience, building trust and loyalty and increasing customer satisfaction.
In this case, the integration of diverse technologies exemplifies how businesses can create a unified and efficient ecosystem by seamlessly combining Siebel, a customer relationship management software; Microsoft Teams, a team collaboration platform; Bing Maps, a web mapping service; Power Apps, a low-code app development platform; and Power Automate, a cloud-based service that allows users to create automated workflows.
DaVinci’s comprehensive tech stack, including the Enterprise Application Framework, provides a platform and a library of pre-built applications to leading customer experience applications. This framework also allows organizations to build custom applications in collaboration with their engineers or utilizing Microsoft’s Low Code No Code Power Platform.
Join us on December 6th, 2023, at 11:00 AM ET to witness firsthand how DaVinci customers leverage Power Apps, Power Automate, and the entire Microsoft Ecosystem to meet customers with custom features proactively. Discover innovative solutions and gain insights into optimizing operational efficiency and customer experience.
