Alpha IT Solutions commissioned us to help them regain control of incoming support cases and a better structure and process for how these can be handled in an automated way.

‍

The customer's major challenge was to be able to log each case in Microsoft Planner based on incoming cases on the emails and there also automatically assign tasks to the person responding to the customer, thus gaining control of which cases are not processed, which are ongoing and which are completed.

‍

In order to achieve a fully automated flow for each incoming case via email, we have used Power Automate with the following main steps:

The first step identifies the flow of incoming emails.

The email is then transformed into an unstarted task in Microsoft Planner.

Save any attached files in a Sharepoint folder.

The person replying to the email is automatically assigned to the task and notified

With these, it will be possible to get full control of incoming cases directly in Microsoft Planner and be able to see ongoing and completed cases, if someone has taken the case (the task in Planner). This in itself means that you will never again miss a case, can get full control and also be able to plan resources in a simpler way and ultimately be able to offer faster and better feedback to customers.

Faster support, more efficient work and happier customers!

‍