Power Apps & Microsoft 365 Automation
Government Agency: Workflow Automation
Reimagine Legacy. Redefine Future.
The Client
A national government agency delivering public services to millions of citizens.
Approval workflows were paper-heavy and required manual routing, leading to long turnaround times and inefficiencies.
Reimagine Legacy. Redefine Future.
The Challenges
Key Highlights
- Deployed Azure OpenAI Service with GPT-based models for real-time sentiment analysis of customer feedback across email, chat, and social platforms.
- Implemented a personalization engine that leveraged AI-driven recommendations for promotions and loyalty rewards.
- Integrated an intelligent Power Virtual Agents chatbot into the company’s mobile app and website for 24/7 multilingual customer support.
- Rolled out predictive analytics dashboards in Power BI to forecast churn and measure campaign ROI.
Key Highlights
- Developed Power Apps portals for digital citizen service requests.
- Automated approval workflows with Power Automate integrated into Outlook and Teams.
- Centralized record-keeping with Dataverse.
- Enhanced transparency with tracking dashboards.
Impact
Business Morals
Business Morals
Delivered
- Cut approval times by 75%.
- Improved transparency in citizen services.
- Boosted citizen satisfaction scores.
- Created a digital-first public services model.
Business Morals Delivered
- Customer retention rates improved by 18% within the first year.
- Call center workloads decreased by 35%, allowing agents to focus on complex cases.
- Campaign conversions rose by 22% due to targeted offers powered by AI.
- The client positioned itself as an AI-first retailer, enhancing brand perception in competitive markets.