business application development
Building an Internal Customer Service Business App
Client industry
Product sales and customer service operations
Implementation period
6 months
Challenge
Build a single internal solution to manage sales, service, repair, shipment, and maintenance processes across the full lifecycle of sold and repaired goods.
Product sales and customer service operations
Implementation period
6 months
Challenge
Build a single internal solution to manage sales, service, repair, shipment, and maintenance processes across the full lifecycle of sold and repaired goods.
Key takeaways:
• One internal app covering multiple service processes
• Improved coordination between sales and service teams
• Centralized tracking of goods, repairs, and shipments
• Lightweight, user‑friendly Canvas app
• One internal app covering multiple service processes
• Improved coordination between sales and service teams
• Centralized tracking of goods, repairs, and shipments
• Lightweight, user‑friendly Canvas app
Fragmented Internal Service Processes
The client’s internal teams managed sales, service requests, repairs, shipments, and maintenance using separate tools and manual workflows. This led to duplicated data, limited visibility into the status of goods, and delays in customer service operations.
The client needed an internal‑only business application to support end‑to‑end customer service processes in one place.
Defining a Unified Internal Solution
The primary goal was to create a featured internal business app that connects all processes related to customer service into a single workflow. The solution needed to be easy to use for internal staff, flexible enough to support different operational scenarios, and quick to adapt as processes evolve.
Building a Canvas App on Power Platform
We designed and implemented a Canvas Power App using Microsoft Power Platform. SharePoint Online was used as the data platform, providing a simple and reliable way to store and manage operational data without unnecessary complexity. This approach enabled a highly intuitive user experience tailored to daily operational tasks.
Supporting the Full Service Lifecycle
The application supports key processes including sales follow‑up, service and repair management, shipment tracking, and maintenance of goods. Internal users can easily track the status of items sold or repaired, record service activities, and ensure smooth handoffs between teams. Power Fx was used to implement business logic directly within the app, keeping the solution lightweight and maintainable.
Improving Efficiency for Internal Teams
By consolidating multiple processes into a single internal solution, the client reduced manual work and improved transparency across teams. Employees gained a clear view of service status and responsibilities, helping them respond faster and work more efficiently throughout the customer service lifecycle.
The client’s internal teams managed sales, service requests, repairs, shipments, and maintenance using separate tools and manual workflows. This led to duplicated data, limited visibility into the status of goods, and delays in customer service operations.
The client needed an internal‑only business application to support end‑to‑end customer service processes in one place.
Defining a Unified Internal Solution
The primary goal was to create a featured internal business app that connects all processes related to customer service into a single workflow. The solution needed to be easy to use for internal staff, flexible enough to support different operational scenarios, and quick to adapt as processes evolve.
Building a Canvas App on Power Platform
We designed and implemented a Canvas Power App using Microsoft Power Platform. SharePoint Online was used as the data platform, providing a simple and reliable way to store and manage operational data without unnecessary complexity. This approach enabled a highly intuitive user experience tailored to daily operational tasks.
Supporting the Full Service Lifecycle
The application supports key processes including sales follow‑up, service and repair management, shipment tracking, and maintenance of goods. Internal users can easily track the status of items sold or repaired, record service activities, and ensure smooth handoffs between teams. Power Fx was used to implement business logic directly within the app, keeping the solution lightweight and maintainable.
Improving Efficiency for Internal Teams
By consolidating multiple processes into a single internal solution, the client reduced manual work and improved transparency across teams. Employees gained a clear view of service status and responsibilities, helping them respond faster and work more efficiently throughout the customer service lifecycle.
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