Transform Email Based Manual Business Process Using Microsoft Power Apps
CLIENT SCENARIO:
Mueller dotKonnect is engaged with a large enterprise as a BPO service provider to assist with their Treasury function. On a daily basis, a heavy load of manual-intensive and time-sensitive email requests with attachments gets submitted from different sources to the Treasury team. The turnaround time to close these requests is in hours. Failure to complete actions in full and on time causes monetary loss and a negative impact on stakeholder satisfaction.
CHALLENGE:
Hard to manage email requests using an inbox that is already inundated with a lot of inflow;
Treasury analysts not able to properly track within the inbox have been missing timely action leading to major negative impact from internal and external parties;
No proper way to track SLA / performance metrics;
Submissions being prepared in Excel / pdfs that are attached to emails have been prone to data entry errors.
SOLUTION:
Designed and developed a comprehensively automated and streamlined process solution using Microsoft Power Apps with help from our tech solutions partner The Ksquare Group.
A standardized & user-friendly front-end form with predefined logic for error-proof request submissions;
Integrated the requests into tickets to record the actions and track the 'end to end' cycle thereafter;
Automated system-generated alerts and notifications to all the parties involved in the cycle to keep them all informed;
Performance metrics and SLA measure to track the lead time of each ticket between phases of progress using reporting capabilities
VALUE PROPOSITION:
Reduction in errors: Saving a lot by controlling data entry mistakes with predefined easy to use request form fields eliminating the back & forth and effort in corrections
Improved productivity: Saving hours in not only the effort in the submission of requests but managing the downstream steps to close actions on each request
Better internal controls: Approval and review steps added to easily manage data quality via one central view
Effective communication: The thread of communication, comments and chat on a ticket is directly linked to a request and traced back easily to each request in one user friend view
Collaboration made easy: Easy to collaborate as a team, search & retrieve information as a team using one centralized, controlled front-end page than information buried in email inbox clutter
Automated & streamlined process: Automated system-generated alerts, and notifications on actions happening and not happening has completely streamlined proactive action by everyone involved in the entire cycle
Better reporting and intelligence: System-generated, readily available metrics and measures have empowered the treasury function overall
This is a perfect situation for showcasing Mueller dotKonnect (MdK)'s service delivery approach of TRANSFORM + MANAGE + EMPOWER in action. Even though we are engaged to take over and manage an existing finance & accounting function that is already defined to work, our engagement style generally is not to accept 'as is'. MdK looks out for streamlining, optimizing, or automating business processes to make them more efficient, effective, and easier to manage.
To learn more or if you have any processes to fix that are email driven / manual intensive, please reach out to me for a quick discussion, my email contact is phani.i@muellerdotkonnnect.com Phani Ilapakurty FCA, CFE, CMA, EA. We will definitely have solution options to improve your business processes. Learn more about Mueller dotKonnect at: www.muellerdotkonnect.com