Teams-Integrated Power Apps
Building and operating global telecommunications infrastructure to support wifi, mobile, radio and IP networks requires frequent maintenance. Here’s how WebVine helped one major Australian telecommunications provider streamline their technicians’ access process using the Power Platform.
THE BUSINESS PROBLEM
Maintaining communication networks involves gaining access to secure buildings and properties, requiring significant paperwork. The existing approval process was creating inefficiencies, delays and potential errors.
There were varying requests via different channels and sources with manual tracking and acknowledgment via email. Field Technicians had no way to see where their request was up to or who was managing it, and were unable to differentiate due dates, urgency or approval lead time estimates.
The communications company saw the potential for a Power Apps interface and workflow to simplify the process. With internal IT resources unavailable to create such a workflow, the business users attempted to create their own using Power Automate, centralising request logging, capture and tracking. Unfortunately the resulting app gave a poor user experience and was not achieving their goals: WebVine was called in to help.
HOW WE HELPED
WebVine redesigned the ticketing app’s user interface and enabled more sophisticated communication within the ticket, creating a smooth flow of accurate information.
The original UI was busy and overwhelming, making it difficult to use. WebVine’s updated design uses tabs to separate the many data fields into logical steps, minimising most of the data collection fields until needed. A coloured progress bar gives a quick visual indication of steps.
The requestor completes the required fields and submits the ticket, which is then allocated to a process owner in the property team. This person can then manage the approval process entirely within the app, without sending emails or other communications that could be lost or missed. If a resource is on leave or leaves the company, the central management system means their tickets can be easily allocated to another person in the property team.
WebVine integrated Microsoft Teams to facilitate faster completion. If the ticket manager requires more information for approval, they can request this in the app which activates a Teams message to the requestor. The chat response automatically populates the ticketing system, eliminating multiple emails and minimising app switching.
Similarly, when the request is approved, this is confirmed in an automated Teams message.
THE BUSINESS OUTCOME
With a centrally managed request system and the ability to integrate Teams chat, the property management team have seen a significant improvement in request management outcomes. Hours of resource time are saved every week for both requestors and approvers, with submissions, updates and approvals able to be entered on the go through the app and through Teams.
Fewer errors also means fewer technicians being denied access or requiring rescheduling and wasted resource hours, reducing frustration as well as costs.