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Microsoft Power Platform Stories

• By Sameer Bhangar
• Dynamics 365
• Power Automate

This blog post includes a set of Power Platform stories curated by the Power CAT team . The stories showcase the ingenuity of individuals and organizations that have adopted low-code using  Microsoft Power Platform along with Microsoft 365, Azure, and Dynamics 365 to digitally transform their business. We hope these stories serve as inspiration for you as you embark on your own low-code journey with Microsoft Power Platform.

Featured stories

Power Platform for everyone – 50k newly skilled makers

Over 300 solutions generate ~$75 million in savings annually

AI-driven automation of employee onboarding saves $500k annually

Reduces manual processing time by 60% using AI and Power Automate

Quick links: Stories (A-Z)  | Videos | Index

The  curated index  at the bottom of the page includes representative stories organized in the following categories:

• Generative AI and Copilot – Accelerating development and streamlining processes with generative AI.
• Scale and Governance – Organizations with a center of excellence and enterprise-wide adoption.
• SAP + Power Platform – Customers who have built Power Platform solutions integrated with SAP systems.
• Fusion Teams – Cross-functional teams collaborating to build impactful solutions
• By industry – Education, Financial Services, Healthcare, Manufacturing, Media & Communications, Retail, Government, Non-profit, and more
• By company size – small, medium, large businesses, and more
• By scenario category – Assets, Customers, Employees, Products/Services, Supply
• By maker persona – Citizen development, Pro-devs, IT-Pros, Partners
• By technology used – Dataverse, Power Automate RPA, Power BI, Copilot Studio, Teams integration, SQL, SharePoint, and more

Human spotlight

Security guard advances career into IT	Audiologist builds apps for HAPEE program	IT Pro creates a community of citizen developers	Citizen developer digitizes manufacturing processes
Elementary school principal uses Power Apps for reading fluency	CEO builds apps to streamline operations	Code-first developer automates complex processes	Dispatcher builds over forty apps

• YouTube playlist with 75+ Power Platform customer story videos
• Power Automate for desktop (RPA) stories
• Professional developers using Power Platform and Azure to go faster
• Real-world story sessions at Microsoft Business Applications Summit
• 25+ Power Platform champions driving change with Power Platform

All Stories (A-Z)

	Accenture is a global professional services company with leading capabilities in digital, cloud and security. As the only low code platform enabled for use by every Accenture employee, Microsoft Power Platform has enabled more than 700,000 data driven employees to work anytime, anywhere. | |
	Small business owner transitioned from paper to digital, enabling her to stay open and continue delivering treatments during the COVID-19 pandemic. The solution includes Microsoft Bookings, Forms, Power Apps, Power Automate and Dataverse.
	Aioi Nissay Dowa Insurance, Japan’s largest insurance company, used Power Automate desktop flows to optimize citizen developer training & certification processes. |
	A training specialist used Power Apps to digitize the process for First Aid and CPR instructors to order supplies. | |
	Ardent Mills operates in more than 40 locations that specialize in flour, quinoa, pulses, and organic & gluten-free products. A citizen developer built several Power Apps solutions that are used daily across all locations. They are adopting Dataverse in their journey to building a paperless state-of-the-art mill.
	Arm is a leading semiconductor and software design company headquartered in Cambridge, England. They used the Center of Excellence (CoE) Starter Kit to establish guardrails for managing the platform and form a thriving community of makers.
	Armanino used Power Apps connected to Azure SQL to build workspace scheduling solution that helps manage office space for its agile workforce.
	Mobile Power Apps were created to digitize the process for repairing buses and measuring operational performance.
	Martin Lee (also known as the “App Man”) created over 40 Power Apps solutions – for field technicians, leadership conferences, and more. The apps connect to Microsoft Dataverse and SharePoint. |
	Balfour Beatty is a multi-national infrastructure group and the largest construction contractor in the UK. Their core business lifecycle processes involve new businesses, bid management and project delivery. They used Power Platform, along with Dataverse, and integrated with Azure services to streamline legacy processes that involved over 70 different documents.
	A team of full stack developers used Dynamics 365 and Power Platform, along with Microsoft Dataverse, to consolidate and unify several systems. Includes apps for coaching sales staff, managing vendors, and more. |  |
	For more than 150 years, Brown-Forman Corporation has built a robust beverage alcohol product line that includes familiar brands such as Jack Daniel’s Tennessee Whiskey, Herradura, and Korbel. They used RPA capabilities in Power Automate and the many built-in connectors to integrate with systems such as Salesforce, Workday, Google Workspace. The team has saved thousands of hours in the first seven months.
	Call2Recycle is a non-profit that helps consumers and over 200 battery product companies keep batteries out of landfills. They partnered with EFOQUS to digitize their sales, finance and operations processes using Dynamics 365. This story describes how they used Power Pages, Power Automate and Power BI to extend their Dynamics 365 system with an external facing portal that facilitates enrollment and training of e-bike retailers. |
	Power Apps canvas apps and Power BI reports embedded in Dynamics 365 are used to capture rich customer information and gain insights on sales opportunities. Built by partner .
	Capitol Records migrated an old Infopath solution used for managing the schedule for new media releases. The modernized experience uses Power Apps and Power Automate.
	Centrica is an international energy services and solutions company that serves millions of customers in the United Kingdom. Following their early success with Power Platform, they invested further in Microsoft Dataverse and setup a robust Center of Excellence to enable Power Platform adoption at scale.
	Chevron has built a scaled up Center of Excellence with robust governance processes enabling hundreds of makers to build thousands of apps. |
	Choice Aviation Services is a US-based international airline cargo company that offers a full range of logistics services. They leveraged Microsoft Power Apps, Power Automate and Power BI to create a one-of-kind logistics system that is setting new standards of efficiency for the industry.
	Multiple solutions built to respond to the COVID crisis – to provide status on special cash payments and provide information via chatbots and dashboards. Uses the entire Power Platform – Power Pages, Power Apps, Power Automate, Power Virtual Agents, and Power BI.
	City of Ottawa IT used a fusion development approach to deploy an external facing chatbot for citizens and an internal chatbot for employees. The chatbot built using Power Virtual Agents uses Power Automate and custom code to integrate with multiple internal and external systems. |
	Power Automate desktop flows were used to automate complex back-end processes for managing vending machines cartridge replacements. | |
	Power Platform solution built by a citizen developer, Rebecca Sackett, is used to track the entire lifecycle of HVAC units from “cradle to crate” as they pass through the manufacturing process.  | | |
	Microsoft Power Platform, SharePoint Online, and Teams was adopted to help accelerate fundraising opportunities and advance cancer research. Apps built for procurement, connecting research teams, and helping patients find cutting-edge trials.
	Degrees of Change provides underrepresented youth equitable access to education. Using Microsoft Power Platform, including Dataverse, they built several apps that have helped them go paperless, enabling them to improve a yearly application scoring process, and serve more students, more effectively.  |
	Ecolab leveraged Power Platform integrated with Dynamics 365, Azure, and Microsoft 365 to build “The Hub” – a unified app for managing core sales and service processes. |
	ECS is a professional services organization with 4000+ employees that delivers innovative solutions to government agencies. A team member used Power Automate and AI Builder to automatically extract performance information from PDFs and generate Power BI reports. The solution has saved the company hundreds of hours of manual labor.
	Electrolock is a premiere provider of insulation products and solutions for the manufacturing industry. They partnered with to build an inventory management solution using Power apps, Power Automate and Microsoft Dataverse.
	Power Apps solution connected to SharePoint Online to create a customized room finder experience in Eneco’s state of the art headquarters building in Rotterdam.
	Multiple complex digital solutions built by code-first professional developers working in fusion teams. They use Power Platform (including Dataverse) along with Azure and integrate with several third-party services. Scenarios include – processing emergency loans for small businesses, managing global employee mobility, transforming an annual salary review process, helping executives manage quality and risks, and more | | | | | |
	FortisAlberta won a Canadian Safety Technology Award for this Microsoft Power Platform solution. To more efficiently document Injury Prevention Plans (IPPs), they transitioned away from paper forms to using Power Apps and Power BI. Solution built by .
	G&J Pepsi has digitally transformed their organization with Power Apps, Power Automate and Power BI, equipping nearly 900 field personnel with mobile apps that have saved the organization over $1.5 million. | | |
	Giant Eagle is one of the nation’s largest food, fuel, and pharmacy retailers and distributors. With Microsoft Power Platform, the company has harnessed its innovative spirit to produce solutions that have increased productivity, reduced costs, and made for more engaged team members.
	GSK has seen rapid viral adoption of the Power Platform through a community of makers that has grown to nearly 3000 people across 47 countries. Building solutions for improving safety, tracking manufacturing processes, and more. |  | |
	H&M Group is a Swedish multinational clothing-retail company with more than 5,000 stores in 78 countries. They set up a Center of Excellence (CoE) using the . As a result, a growing community of citizen developers has created thousands of Power Platform solutions across the company. |
	Business and IT leaders at Hanover Insurance have partnered closely to automate time consuming manual tasks during the underwriting process. They successfully adopted Power Automate for desktop RPA capabilities and built custom apps using Power Apps to drive rapid automation. |
	Hearing Australia is Australia’s largest provider of government-funded hearing services, operating in over 170 locations. A citizen developer, in partnership with the IT team, used Power Apps and Dataverse to streamline how Community Engagement Officers, audiologists and operations team collect and track critical program information. | |
	Sales staff use a Power Apps canvas app with AI Builder capabilities to scan business cards at events. Data is integrated into Microsoft Dynamics 365 and Dataverse. In addition, 80+ Power Automate flows are used to automate several business processes.
	IKEA France has seen an annual return on investment of 26 million euros directly linked to the development of Power Apps applications. The Power Community at IKEA France has ~1,500 users with 430 applications developed to address the needs of its 34 stores and 4 national warehouses. The “People & Culture” app, accessible to all 12,000 employees in France, has replaced paper forms for everyday requests such as submitting transport receipts or changing one’s address. |
	Power Apps apps are used to manage in-store kitchen sales appointments, B2B sales pipeline, and speed up customer support requests. Built by Microsoft Gold Partner .
	lllimity, a young and innovative bank in Italy, automated the approval of special employee benefits using Power Automate. This turned a complex process into a hassle free experience with significant cost savings. |
	IPS transformed machine repair processes from paper to digital with a suite of Power Apps that run on ruggedized tablets used by technicians on the factory floor. Built by . |
	Presentation at the MBAS 2019 conference highlights the Inter Pipeline IT low-code strategy that includes bottom up innovation with strong collaboration between IT teams and business units. |
	Coordinators for the Ansina program that promotes health and wellness in the community have used Power Apps embedded as a custom form in SharePoint to manage hundreds of events. Built by .
	Serving four million customers in 150 countries, more than 100,000 Johnson Controls employees create and deploy systems and digital solutions that optimize building performance, safety, sustainability, and comfort. Utilizing Microsoft Power Platform, Johnson Controls is building a new class of training deployment and tracking solutions. |
	Kao Corporation used Microsoft Power Platform to create digital solutions for frontline workers across their factories in Japan. A single citizen developer project resulted in an efficiency increase of 480 hours per month. This is one of the 250+ apps in use across ten facilities in Japan.
	Power Apps mobile app used to capture photos and status updates at job sites. Integrated with Microsoft Dynamics 365, Dataverse, SharePoint and Teams. Built by .
	Komatsu is an industry-leading equipment manufacturer and supplier. They used Power Automate (RPA) and AI Builder to automate a manual invoice fixing process for 52K+ invoices a year. They went from purchasing licenses to deploying the solution in production within a short span of four weeks. They’ve also built an Automation Center of Excellence and a Citizen Developer Program.
	Care workers use Power Apps canvas apps and model-driven apps, along with Dynamics 365, to manage health care for people with disabilities. Built by . | | |
	Power Apps used to manage multi-stage inspection process to ensure adherence against facility management guidelines for canteens, cleaning, green areas, and more. Built by .
	From security guard to IT User Adoption Specialist, Samit Saini has built apps that improve the passenger experience at Heathrow airport. He has trained a community of super users who are now building apps and digitizing business processes at Heathrow. |
	The life-saving charity treats an average of five patients every day. They partnered with to build a suite of checklist apps that have replaced the existing paper-based processes. The solutions use Power Apps, Power Automate, Power BI and Dataverse. |
	Mars, Incorporated, is a global manufacturer of confectionery, pet food and food products, and provides animal care services. They automated multiple enterprise IT use cases using Power Automate, such as managing extension approvals, SharePoint site requests and migration of network files. They have over 10K cloud flows and 4K Power Apps solutions.
	A Power Apps tablet app connected to Dynamics 365 is used to welcome customers and manage the appointment experience when the visit the bank. | |
	The Miami Dolphins, well known for football, also own Hard Rock Stadium, which hosts a wide range of sports and entertainment events. To free its service agents from repeatedly answering routine questions, the organization used Power Virtual Agents to build a chatbot that’s now available 24×7 on their web properties.  |
	Global sales and marketing organization digitally transforms the account planning process for thousands of enterprise accounts using a Power Apps canvas app, Power Automate and Power BI connected to Dataverse. |
	The Global Demand Center (GDC) is the connected sales and marketing engine that runs all commercial marketing campaigns for the company. In partnership with Accenture and Avanade, they used Power Automate, Power Apps, Power Virtual Agents and Power BI to reinvent operations and recover 25% of capacity and budget.
	Mobile suite of apps deployed to all Microsoft employees for viewing employee news, people profiles, global holidays, reporting vacation time, sending kudos and more. | | |
	“Citizen developers within Microsoft built an “Intelligent Launch Assistant” that lets release managers quickly define the scope of a launch, document change requests, track issues and risks, and more.”
	MV Transportation, Inc. is the largest privately owned passenger transportation contracting services firm in North America. They partnered with Slalom Consulting to build an app for drivers to check in with dispatch. A set of in-house developers also built a claims processing solution using Power Automate which has cut claims submission costs by almost 80%.
	Derek Lichtenwalner was a brick layer for ten years before joining Nestlé Waters as a production operator and then moved to line supervisor. He taught himself Power Apps and built several apps that are used daily at their manufacturing facilities for safety checks, operational reviews, visitor check-in, and more.
	North State Grocery partnered with to streamline the process for managing incoming customer requests for new products in grocery stores. This was built as a SharePoint custom form using Power Apps.
	The Global Clinical Development department at Novo Nordisk started their Power Platform journey in Dec 2019 with access to premium licenses and the full capabilities of the platform, including Portals. They accelerated adoption during COVID-19, built several applications, and are expanding to other parts of the organization.
	Nsure.com is a proprietary online insurance shopping platform that enables consumers to transparently compare home and auto insurance quotes from more than 50 top-rated insurers and purchase a policy within minutes. A back-end system driven by Power Platform, Dynamics 365, and Azure services automates much of the process. |
	Office depot saved hundreds of thousands of dollars by rapidly creating multiple Power Apps solutions that run embedded in Teams. An example is the Payroll Action Form app that replaced a fax process and resulted in faster and more accurate payments to associates. |
	Oslo Agency for Health is the organization responsible for providing digital services to Oslo’s healthcare sector. Using Power Apps, Dataverse, Power Automate and Power BI, they built 25 apps to support patient-doctor communications, contact tracing, covid-19 test booking, vaccinations and more. In just four months, the number of users went from 30 to 3,000.
	In less than a year, Pacific Gas and Electric (PG&E) launched its Center of Excellence, scaled it across nine business units, and delivered 132 solutions including an app for tracking equipment shipped to emergency sites, an FAQ chatbot for service desk requests, and unattended bots to help reconcile billing data.
	Gift officers use Power Apps to review donations and drive follow up actions. Power BI dashboards are used to gain insights on the donation process. | |
	PayPal uses Microsoft Teams for employees to collaborate. They’re creating a Power Apps and Power BI solution to manage the list of all portfolios and programs which will be deeply integrated with Teams.
	The IT Enterprise Architecture team partnered with citizen developers in business units to use RPA capabilities in Power Automate for desktop, along with cloud flows, to rapidly automate business transactions against legacy systems brought in via an acquisition.
	Citizen developer built 14+ Power Apps connected to SharePoint to conduct safety audits, centralize profit center listings, manage innovation ideas, and more. |
	James Matson shares his journey as a professional developer adopting low code technologies to optimize retail store operations. |
	Professional developers used Power Virtual Agents and fusion development to quickly create the ‘Cloudie’ chatbot. Cloudie is available for use to anyone at the 50,000-plus-employee enterprise to get quick answers for cloud-related queries. This work spurred other teams to create their own intelligent conversation chatbots using a no-code approach.
	PwC, a global network of professional services firms, wanted to offer its teams a more convenient way to search for needed content, like strategy presentations and client-related documents, across its repositories. Using Microsoft Power Virtual Agents and Bot Framework Composer, PwC gives even its non-technical team members the ability to easily interact with chatbots that automate the content searching process, improving the speed and accuracy of their results. |
	QuoteWizard used Microsoft Power Platform and Power Automate to build an automated, AI-powered ticket routing system to match tickets with the right talent at the right time. This has helped the company improve efficiency, hone its competitive edge, and deliver a better employee experience.
	Family-owned small business now runs their business on the Power Platform, offering a customized app for complex project management tasks in retail installation projects. Built by . |
	Rabobank is the second-largest bank in the Netherlands, with more than 40,000 employees in 38 countries. As part of a broad digitization strategy, Rabobank adopted Power Platform to streamline internal processes and today runs more than 2,500 Power Apps and Power Automate solutions. Additionally, they use Power Virtual Agents for a personalized customer support experience, automating 40-50% of customer calls – equivalent to 60,000 to 80,000 calls per month. | |
	Sales teams use a mobile Power Apps solution to streamline the process for documenting cost savings and sending proposals for approval. The app was built by a Marketing Manager. |
	Digitization of complex work order estimation process for custom electrical projects in high-end homes. |
	Rockwell Automation is a world leader in industrial automation and information. Using Power BI and Azure, and the Microsoft modern data warehouse architecture, they created a unified platform for analytics. Their world class BI Center of Excellence with training events and a thriving community has enabled serve-serve BI across the company.
	Using Microsoft Teams, a website chatbot built with Power Virtual Agents, and omnichannel capabilities within Dynamics 365 Customer Service, Workforce Partnership employees have been able to increase remote collaboration and engage with more people in need of support.  |
	Sandvik is a Stockholm-based engineering company that specializes in the development and production of stainless steel and alloys and tools for a wide range of industries. Solutions based on Microsoft Power Platform have been deployed across the company, including an app that has streamlined operations in its Materials Technology division.
	Schlumberger has a robust Center of Excellence with hundreds of apps, flows and dashboards built across several business units. The apps are used for managing the response to COVID, tracking fitness activities, managing promotion evaluations, executive feedback, and more. | | |
	Seattle Visiting Nurses Association transformed their vaccine delivery process so that patients, nursing staff and admin staff could safely deliver flu vaccinations using Microsoft Dataverse, Power Apps, and Power Automate. Built by . | |
	Shell Global has enabled over 4000 citizen developers through a Center of Expertise and hundreds of distributed DIY coaches, generating business value and culture improvements. Their success can be attributed to governance for use cases, local community cultivation, and committed leadership. Estimated annual savings generated by each app ranges from 35K to 3M USD. |
	SNCF started with a grassroots app development effort and now have hundreds of Power Apps in production. They’ve built a company-wide center of excellence to enable thousands on the Power Platform. |
	Sonae MC, a company in the Sonae portfolio, is a leader in the food retail sector based in Portugal. Their Workplace Design team used Power Automate to build a solution to enhance their Sonae Contacto Traineeship Programme for attracting, retaining, and onboarding selected candidates.  |
	Standard Bank has created a center of excellence focused on Microsoft Power Platform and Microsoft 365. Their driving principle –“apps built by business for business”. | |
	The Rapid Solution Unit modernized over 200 forms by recreating them with Power Apps. Scenarios include supply chain management, HR, finance, cargo management, and more. |
	Lauren Taylor, Principal at Manitou Public Elementary used Power Apps, Power Automate and Power BI to create solutions for managing student reading assessments, return to school approvals, and more. Apps and dashboards run embedded in Microsoft Teams. | | |
	Team Rubicon uses Power Apps to manage complex operations from reconnaissance of disaster sites to execution of support efforts. They also use Power Apps Portals to recruit and train volunteers. |
	Field technicians and managers use 70+ tools for daily operations. Includes Power Apps, Power Automate and Power BI. The Power Platform solutions are led by a citizen developer who is now project owner for the PowerFactory Center of Excellence initiative. | |   |
	Teams and executives track use Power Platform with Microsoft Dataverse to track approvals for all company-wide initiatives. T-Mobile has also setup a community of champions building Power Platform solutions across multiple business units. | |   |
	Total Solar has used Power Apps, Power Automate and Power BI, along with Microsoft teams to replace spreadsheets and centralize the management of projects from around the globe.
	Toyota has a robust Power Apps center of excellence to enable makers across the organization to build solutions. This includes field engineers using Power Apps and Power Automate to manage approvals.  |  |
	Power Apps solution that connects to several backend services is used for resource planning and effective decision making. |
	The DevOps team at Alteon Health (recently acquired by US Acute Care Solutions (USACS)) used Power Automate for desktop (RPA) to automatically take 20 million medical records each year from a wide variety of providers and process them into a coherent medical history for each patient that can be used for both care history and billing purposes.
	The world-renowned university, which teaches 25,000 students every year, has created a range of easy-to-use Power Apps solutions. These includes apps that handle course fees, funding applications, assigning colleges, childcare services for staff, and more.
	The IT Lite Team delivers quick wins for business units –apps for managing VIP customers, compliance audits, cargo delivery, and more. Plus, an admin app built in Power Apps to manage the Power Apps footprint in the organization. |
	Power Automate used to optimize complex backend processes for tracking and communication between care providers for 90k visits per year.
	Western States Caterpillar Equipment Company is an authorized Caterpillar dealer for five mountain states in the United States. Pro-developers in the IT team built mobile Power Apps in collaboration with business teams. The apps are used to manage equipment rentals, sales activities, and more. |
	WestJet Airlines built a Power Virtual Agents chatbot that answers employee questions on several ‘people and culture’ related topics. The chatbot has helped further a culture of self-sufficiency and innovation.
	Westpac, Australia’s first bank and one of the largest banks in New Zealand, has been using Microsoft Power Platform to help streamline business operations, solve IT issues, and formally support its “citizen developers”. In under two years, they have built about 1,000 apps, which are used by 15,000 people, and IT is building in-house solutions faster with low-code tools than with traditional software development.
	Hundreds of makers at ZF Group are digitizing excel and paper-based processes with Power Apps, Power Automate, Power BI and Dataverse for Teams. Solutions include – performance reviews, turnover tracking, improving teamwork, and more.
	Zurich Insurance Group (Zurich) is an insurance company based in Zurich, Switzerland. To accelerate digital transformation, drive innovation, and streamline operations across the global enterprise, citizen and pro developers at Zurich have turned to Microsoft Power Platform for business app development, process automation, and more.

Customer Story Videos

Short customer story videos that highlight Power Platform scenarios and impact on organizations and individuals. Also see the YouTube playlist of 70+ Power Platform customer story videos .

Customer Presentations

Long form presentations by customers at conferences including Microsoft Business Applications Summit (MBAS), Microsoft Ignite, and other events. Also see the YouTube playlist of Power Platform customer story videos  and summary of MBAS sessions .

Story index

This is a curated representative set of stories organized by different categories.

Generative AI & Copilot

Organizations have accelerated their development, streamlined processes and reduced costs using Power Platform’s generative AI capabilities such as Copilot in Power Apps , Copilot in cloud flows , Microsoft Copilot Studio , AI Builder text generation models , and more.

Generative AI and Copilot stories :  Degrees of Change | ECS | Nsure.com | Pacific Gas & Electric | Sentreseau | The Francis Group

Scale and Governance

Several organizations have built centers of excellence for Power Platform, with hundreds of makers creating apps, flows, dashboards and copilots across the organization. These organizations have used the Center of Excellence Starter Kit along with Managed Environments capabilities in the Power Platform Admin Center to setup robust governance processes and cultivate a thriving community of makers.

CoE stories :  Accenture | Arm | Balfour Beatty | Centrica |  Chevron | H&M | IKEA France | Komatsu Australia |  London Heathrow Airport | Lumen Technologies  |  Pacific Gas & Electric | Rabobank | Schlumberger | Shell | SNCF | Standard Bank | Telstra | Toyota | Westpac |  Woodside  | ZF Group  | Zurich Insurance

SAP + Power Platform

Organizations are taking advantage of the rich extensibility and connectivity capabilities in Power Platform to build solutions that integrate with their SAP systems.

SAP integration stories: Avocados from Mexico | Coca-Cola Beverages Vietnam | EY – Power Post | EY – Customer onboarding

Fusion teams

Fusion development teams are defined as “cross-functional teams that use data and technology to achieve business outcomes.” To support organizations that want to deliver low-code apps, automations, and bots faster and more effectively, Microsoft Power Platform offers several capabilities for fusion teams . The following are examples where individuals from a diverse set of backgrounds and roles have collaborated to rapidly build impactful digital solutions for their business.

Fusion team stories:   Accenture | Balfour Beatty | Blackmores | City of Ottawa | Coca-Cola Bottling Company United  |  EY-EarnEY | Hearing Australia | Novo Nordisk |  NSure | Oslo Agency for Health | Progressive Insurance |  Rabobank | Toyota Motor North America | T-Mobile |  Western States Caterpillar  | Zurich Insurance

Related link: Meet the developers combining Power Platform and Azure to go faster

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Note: “Company size” refers to the number of employees of each organization.

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By Scenario Category:

Managing and maintaining assets – physical, financial, etc.	| |   |  | | | |   |  | |  |
Understand, market, sell, support and care for customers	| | | | | |  | | | | | | | | |  | |
Helping employees communicate, collaborate and develop	| | | | | | | | |  |   |  | | | | |  |  |
Core operational processes of the business – making good or delivering services	| |  | |   |  | |    | |  | | | | | | | | | |   |   |   | | | |  |  |  |  | | |   |  |
Managing suppliers and supply	|  | | |

By Persona – who built the solution:

Note: “Partner” refers to an implementation partner, systems integrator, or ISV, i.e. a third party vendor that is not an employee of the customer organization. See the customer story for the name of the partner organization.

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By Technologies used

Note :  Power Apps and Power Automate cloud flows are included in almost all stories in the All Stories section. The ones mentioned below are a curated subset.

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Related links

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AI momentum in Europe: How organizations are creating value with AI transformation

With 67% of businesses in Europe using AI today according to the IDC, there is real momentum in investing in this technology. The infusion of data in all business operations, the availability of pretrained models, investments in AI infrastructure and new expertise on AI implementation are fuelling this growth and creating an abundance of AI […]

Joacim Damgard

President, Microsoft Western Europe

The Leader’s Guide to Creating Business Impact with AI

One year ago, ChatGPT launched and became the fastest growing consumer app in history, with 100 million monthly active users exploring the power of artificial intelligence (AI). This enthusiasm pushed AI into the mainstream of conversation in Europe, and also generated optimism in how we can apply AI to help us solve some of our […]

From data to value: creating meaningful customer engagements

It is hard to predict future trends, opportunities, or challenges. Keeping up with the increasing pace of change is both difficult and crucial for sustainable business. Whatever happens in the future, technology will be a key enabler of resilience and successful transformation.  This is particularly true in the retail sector, where being one step ahead […]

Martina Klenkhart

Go-to-Market Lead for Retail and Consumer Goods Industries, Microsoft Western Europe

Blending the physical and digital retail experience? Add a splash of data!

There is a simple truth at the heart of the retail sector – if you don’t look after your customers, someone else will. The fight for customers has intensified in recent years and shows no sign of cooling down. The retail success stories of the future are expected to be a smart and seamless blend […]

Microsoft Cloud for Retail: Connect your customers, people, and data

Retailers have experienced times of tremendous uncertainty. It’s time to lean into change and thrive by becoming a resilient retailer that drives sustainable profitability and growth. We work closely with our partner ecosystem to offer proven solutions that help retailers in 4 key areas to become resilient and experience sustainable success:  Maximize the value of […]

Creating great experiences for employees and the customers they serve

Retail is experiencing ongoing labor shortages in the aftermath of the pandemic. Many people have retired early, found new jobs, or have simply decided to leave the labor market. As competition for skilled and experienced staff has become fiercer, attracting talent and retaining staff is crucial for survival and success.  While increasing wages and benefits […]

Create flexible retail supply chains that are built to last

In a powerful storm, a tree that does not bend is likely to break. In 2020, the pandemic put storm-like forces on global supply chains – and many of them simply broke. There were shortages of many household items and commercial supplies, with many retailers forced to ration sales of some products.  This showed how […]

The road to business resilience: What it is and why it matters to retailers

I think most of us are familiar with the saying of “fall seven times – rise up eight”. Not only is it applicable to life itself but also to the perseverance and resilience that the last couple of years has brought to all types businesses around the world. Let’s recap some of the challenges the […]

ClimateCamp: decarbonizing supply chains to create a more sustainable future

Meet ClimateCamp: The Belgian start-up helping businesses decarbonize their supply chains to create a better, more sustainable future. Supply chains account for 80% of global greenhouse gas emissions. Businesses will play a major role in reducing these emissions in order to meet global climate goals and will need to set precise goals to make their […]

Kathrine Norrelund

Microsoft, Sustainable Transformation

How to transform banking with Personetics’ revolutionary app

A new generation of customers now expects much more from banking. The customer journey, not the product, needs to be the focus for financial services. And the key to enhancing it is data.   Personetics is responding to this demand with its white label solution that allows any bank to start to maximize the benefits of […]

Leentje Chavatte

Microsoft, Data & AI and Digital Transformation

Sustainability ambitions need diverse talent

As sustainable transformation continues to shape the manufacturing world, more organizations than ever are acknowledging the need to attract diverse talent.      One organization leading the sustainable change is steel manufacturer, Tata Steel. Steel plays a vital role in supporting our society to continue to grow and flourish. In fact, so much of it is […]

Laurence Janssens

Microsoft Manufacturing Lead for Western Europe

How Microsoft is helping to grow a startup planting forests

The idea took root in Spain, in the dusty foothills of the Cantabrian Mountains. Where once there had been just fields and scrub, foresters were now hard at work planting thousands of seedlings, among them oak, walnut, cherry and birch. They named the forest Génesis.   It had all been paid for by startup Reforestum […]

Semina Vagiakou

Integrated Marketing Manager | Microsoft Western Europe

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PrimeKey case study

Primekey decodes customer growth for its cryptography-based security solution with microsoft azure marketplace and marketplace rewards, seeking customer base and revenue stream growth.

Founded to help Fortune 500 enterprises deploy public key infrastructure (PKI), PrimeKey, a Keyfactor company, sought to expand the customer base and revenue stream for its solution on Azure Marketplace.

Sharing a customer success story to raise awareness

PrimeKey collaborated with the Microsoft Marketplace Rewards team to publish a customer success story and video. They were seen on microsoft.com by hundreds of potential customers.

An upward trajectory over a short time frame

Not only did PrimeKey gain valuable marketing collateral in its success story and video, but it also saw increases in customer growth (28 percent) and revenue (17.5 percent) in the two months after they were published.

PrimeKey by Keyfactor helps organizations bolster cryptographic-based security through the Microsoft commercial marketplace

PrimeKey is part of Keyfactor, a professional services company that was founded in 2001 and won Microsoft Partner of the Year in 2007. PrimeKey simplifies public key infrastructure (PKI) implementations by eliminating repetitive tasks and costly infrastructure through self-service certification solutions and automation for teams without PKI expertise. Whether for Internet of Things (IoT) product security or enterprise information technology initiatives, PrimeKey’s modular, cloud-first architecture makes it easier for customers to deploy quickly without reengineering infrastructure or reissuing certificates.

PrimeKey’s solutions are horizontally applicable and span verticals. PrimeKey customers can manage every key and certificate because there are no per-certificate fees. The company is driven by a technology-agnostic approach that allows organizations to integrate their PKI with the best available technology. The platform is built for rapid change and agility. PrimeKey’s flagship product, EJBCA Enterprise Cloud , is hosted solely on Microsoft Azure and is available in the Azure Marketplace.

Elevating awareness and increasing revenue with the help of Microsoft Marketplace Rewards

PrimeKey, a member of the Microsoft Intelligent Security Association (MISA), used Marketplace Rewards to increase awareness for its PKI solution and to get expert help on optimizing its marketplace presence. Through the Azure Marketplace, PrimeKey easily offered free trials of its product.

“Microsoft has a world-class partner program, and it comes from decades of experience. They figured out a long time ago that scale comes from having a healthy and vibrant third-party community. We feel both privileged and honored to be part of the Microsoft partner program and Microsoft Marketplace Rewards,” said Harry Haramis, SVP of Cloud & SaaS Marketplaces, PrimeKey, a Keyfactor Company.

In addition to a seller webinar that increased exposure to Microsoft sellers and a commercial marketplace blog feature, PrimeKey partnered with Microsoft to publish and promote a story about its success helping New York public school cooperative Erie 1 BOCES deploy a certificate solution in two weeks to thousands of devices. The story was viewed by hundreds of potential customers. The story was promoted on @AzureMktPlace, garnering hundreds more views and dozens of engagements.

“Microsoft handled our customer success story as a top-notch production. I don’t believe we could have produced such a customer case study video without the resources and expertise Microsoft provided,” said Haramis.

In the two months since publishing the customer success story, PrimeKey has seen a jump in revenue of 17.5 percent and has grown customers by 28 percent.

“Microsoft has a world-class partner program, and it comes from decades of experience. They figured out a long time ago that scale comes from having a healthy and vibrant third-party community. We feel both privileged and honored to be part of the Microsoft Partner program and Microsoft Marketplace Rewards.”

— harry haramis, svp of cloud & saas marketplaces, primekey, a keyfactor company, learn about microsoft marketplace rewards.

Marketplace Rewards provides you the benefits—sales, technical, and marketing—you need to accelerate your commercial marketplace offer's growth.

Forsyte case study

Learn how Forsyte’s CalendarConnect for Education helps bridge third-party apps to Microsoft Teams.

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Real world automation stories with Microsoft Power Automate

Taiki Yoshida , Principal Program Manager , Wednesday, June 23, 2021

This post contains a set of automation stories curated by the Power CAT team with a focus on robotics process automation (RPA) in Power Automate.

There are over 350,000 organizations using Microsoft Power Automate each month to automate their processes. These stories showcase how individuals and organizations are leveraging the breadth of capabilities in Power Automate to automate their processes.

From citizen developers with no formal programming background to seasoned “ pro-devs/ RPA devs ” to partners with decades of software experience to IT pros managing cloud services and infrastructure, several have setup an Automation Center of Excellence and are cultivating communities of makers to further expand low code development throughout the organization.

For a longer list of curated stories, videos and presentations on Microsoft Power Platform, visit and explore more Power Automate customer stories .

US Acute Care Solutions automates processing of 20 million medical records annually using Power Automate

US Acute Care Solutions DevOps team uses Microsoft Power Automate to automatically take 20 million medical records each year from a wide variety of providers and process them into a coherent medical history for each patient that can be used for both care history and billing purposes – saving 100,000+ hours worth of work each year and scale their business without needing to hire new staff when new clients/processes are added.

Themes : Pro-dev adoption of Power Automate

Links :  blog post

Komatsu Australia accelerates hyper automation with Power Automate – from licensing to production in 4 weeks

Komatsu Australia built a Robotic Process Automation (RPA) solution with Power Automate and AI Builder to automate their manual and repetitive processes for fixing invoices. They went from purchasing licenses to an RPA solution in production within a short span of four weeks. The RPA solution saved them 300 hours a year in invoicing for this supplier alone, and they’re now expanding it to cover all suppliers.

T-Mobile adds RPA to their Six Sigma toolbox with Power Automate Desktop, Process Advisor and AI Builder

Brian Hodel is a Power Platform developer at T-Mobile with a background in Six Sigma, continuous process improvement and RPA using Winshuttle. In this session Brian, shares his journey from an automation developer perspective. He shares how he started with cloud flows in Power Automate, leveraged Power Automate Desktop to migrate legacy systems and process 12x more requests with no data errors; use process advisor to optimize how to automate the process, AI to automate manual tasks of data entry and chatbots to enable users to self-serve themselves. Brian also shared his views on shadow-IT, key pillars of COE and Power Platform benefits.

Speakers:  Brian Hodel (Power Platform Developer, T-Mobile)

Themes : Pro-dev adoption of Power Automate, Center of Excellence.

Watch :  link

Pembina embraces citizen development

Jeff Hiscock, an IT Enterprise Architecture Manager at Pembina Corporation, based in Calgary, is helping lead the vision and strategy to enable more business units drive rapid automation with Microsoft Power Platform. Cameron Relke is a Commercial Analyst in the Transmission Business Unit, who, as a citizen developer has innovated within his business through adopting Power Automate Desktop. By doing so, he has automated the mundane aspects of his own job and advanced his career. Learn from Jeff and Cameron on how they’re collaborating across IT and business units to scale rapid automation with the Power Platform.

Speakers : Jeff Hiscock (IT Enterprise Architecture Manager, Pembina), Cameron Relke (Commercial Analyst, Pembina)

Themes : Citizen development, Center of Excellence, IT + Business partnership

Watch :   link

Hanover Insurance drives business and IT-led automation with Power Automate Desktop (RPA)

With a mission to be the premier P&C franchise in the independent agency channel, Hanover Insurance is a leading provider of specialized property and casualty insurance products to individuals, families, and businesses. In this session, hear from business leader Mina Rona and Automation leader Prashant Hinge on how they have leveraged Power Automate Desktop and Power Apps to automate the manual time-consuming tasks spent on the underwriting process. This has saved Hanover hundreds of hours and inspired the team to think of more opportunities for automation to save for their skilled staff.

Mina Rona is Vice President and Chief Underwriting Officer with over 24 years of experience in the insurance industry. Prashant Hinge is Assistant Vice President responsible for innovation and strategic integration. In addition to the technical solutions, this story highlights the strong collaborative partnership that have made the strategy and implementations a success.

Speakers : Mina Rona (Vice President and CUO, Hanover Insurance), Prashant Hinge (AVP Innovation and Strategic Integration, Hanover Insurance)

Themes : IT + Business partnership

Coca-Cola Bottling Company United dispenses streamlined order management with RPA in Microsoft Power Automate

Coca-Cola Bottling Company United (Coca-Cola United) supplies Coca-Cola products directly to 200,000 retailers and restaurants. When Coca-Cola introduced its new Freestyle vending machine, which depends on cartridges that are delivered to the customer, Coca-Cola United needed to  streamline its order and invoicing procedures to scale to demand . “Coca-Cola innovation collided with our supply chain system,” says Bob Means, Director of Business Solutions at Coca-Cola Bottling Company United. “Replenishing the high-tech, small flavor cartridges was best done by outsourcing production, but it created a back-office nightmare.”

Processing a cartridge replacement required a dedicated customer relationship management (CRM) agent to manually push it through a complex 11-step process involving multiple disparate systems, such as SAP and more. A single agent could service only 50 Freestyle orders; however, nearly 50,000 orders were in the queue.

Power Automate provided an ideal solution, automating repetitive processes across Windows and web applications. Now, when a CRM agent enters an order into the CRM system, a desktop flow (RPA) signs into the SAP system, accesses orders that are tracked in a Microsoft Azure SQL database rather than an Excel spreadsheet, and creates a purchase order. The flow then submits the order to the supplier’s web applications and monitors the email system for invoice and delivery emails, and extracts information from the attachments to close the process in the Accounts Payable system—all using desktop flows (RPA) running in unattended mode, a key capability of Power Automate. The solution was built by Happiest Minds, a gold competency member of the Microsoft Partner Network

Speakers : Allan McDaniel, Bob Means

Themes : IT + Business + Partner built solution

Watch :  link | customer story

TC Energy – Bot Wars | Entrepreneur reimagines how we work

TC energy describes how they have empowered business technologists – putting technology in everyone’s hands – not just to use it, but to build it. They have posted a blog on their website for details.

Themes : Citizen enablement

Link :  blog post on customer’s website

Microsoft IT automates revenue processing with Power Automate

Every day, hundreds of millions of transactions are processed through Microsoft Power Platform, in a massive operation that runs 24 hours a day, 7 days a week. Because so much of the case management surrounding those transactions involves manual work, the sheer volume means a degree of inefficiency and human error is unavoidable. Modern systems have the advantage of APIs to eliminate that inefficiency and the possibility of human error. For legacy systems that don’t have the luxury of an API, RPA accomplishes the same thing.

For the thousands of BPO agents stationed throughout the world, using RPA as a virtual worker to replace agents for mundane, repetitive tasks frees them up for more impactful work. To date we’ve incorporated 1,100 business rules into RPA, which translates to upwards of 10 million instances of those rules being automated bringing the efficiency and security of digital transformation to legacy revenue processing platforms.

Themes : IT-pro

Link : customer story

Aioi Nissay Dowa builds citizen developer culture, drives innovation with Microsoft Power Platform

Aioi Nissay Dowa Insurance, Japan’s largest insurance company, has created a virtuous cycle in which Microsoft Power Automate Desktop flows are used to optimize citizen developer training and certification processes. This helps empower citizen developers in the company, who in turn have become catalysts for accelerating their digital transformation.

Using the robotic process automation capabilities in Microsoft Power Automate, the company built an on-demand e-learning portal to support employee training and certification for Power Apps model-driven app development.

Aioi Nissay Dowa is on track to increase its citizen developer certifications by 350 percent and reduce its training costs by USD1.4 million, transforming its company culture to foster a more proactive, innovation-driven employee mindset.

Speakers : Takashi Yano

Themes : Citizen development

AT&T scales with Power Automate RPA

AT&T has been taking advantage of unattended RPA in Power Automate since the start of 2021, and we’ve been partnering with them on building and improving our hosted RPA bots at scale, pushing the edge of what’s possible in digital transformation. They’ve welcomed citizen and pro developers to create automations that not only help individual groups but their entire enterprise. AT&T calls this the  democratization of AI —making AI and machine learning tools and capabilities accessible to every employee, even if they’re not data scientists or developers. With more than 2,500 unattended RPA automations running across 1,600 virtual machines, they are no stranger to scaling automation.

“Using Power Automate RPA has been transformative for AT&T. And the benefits of hosted RPA bots will help eliminate hours of tedious, manual work to be able to focus on serving the customer and optimizing AT&T’s operations. Our employees continue to embrace and enable business transformation using Intelligent Automation.” —Dhru Shah, Director of Technology, AT&T

Take Johnie Mcgee, who is an Applications Developer at AT&T. Johnie created an intelligent automated flow in Power Automate that also leverages AI Builder to differentiate between invoice and permit documents so that they can automatically be processed. Sporting around 99 percent accuracy, this flow can save a projected 3,500 hours a year, opening opportunities for AT&T workers to ideate ways to push the enterprise further.

AT&T’s focus on robotic process automation is part of a years-long tech transformation and modernization effort, which includes migrating applications to the cloud, pioneering software-defined networking and network function virtualization, and bringing edge compute capabilities into the network.

Related links

• Power Platform stories curated by the Power CAT team
• MBAS story sessions from previous years –  2020 |  2019
• Power Platform Resources
• Power Automate customer stories

• Client Success Stories

Customer Obsessed: Microsoft Customer Service & Support Embraces the Gold Standard in Problem Solving

• Issue Resolution World-class customer support demands best in class training and problem management support. Learn more

Microsoft’s Customer Service & Support (CSS) organization empowers, helps and advises customers to get the most out of Microsoft’s products and services around the world, offering support in 41 languages and 191 countries. With 8 billion customer touches annually across assisted, virtual, and community support forums, CSS’s technical experts and customer service professionals have unique insights into how customers use products, services and devices which is translated into customer-driven improvements across Microsoft’s offerings.

When CEO Satya Nadella took the helm at Microsoft in 2014, he instituted a “Growth Mindset” strategy, emphasizing the importance of a cultural obsession with customer satisfaction and a commitment to lifelong learning. Since then, the value of the company has nearly tripled, and CSS has partnered with Kepner-Tregoe (KT) to better serve customers by embedding KT processes, the “gold standard”, in issue resolution. Beginning with a combination of training and application-focused coaching, Microsoft is integrating the KT methodology into CSS systems and metrics worldwide.

The Project

Microsoft asked Kepner-Tregoe to help implement KT’s suite of rational processes to enable their engineers and advocates to successfully sort, clarify and prioritize issues, find the root cause of customer problems with accuracy and speed, make decisions on best next steps, and minimize future customer concerns. KT provided a consistent and repeatable approach to help CSS solve customer problems more effectively and efficiently, aligned to Satya’s strategy of developing a customer obsessed culture.

Primary Goals

• Reduce DTS (days to solve)
• Reduce TMPI (time minutes per incident/net effort)
• Improve customer satisfaction
• Improve team collaboration
• Drive customer obsession mindset
• Drive world class case handling experience

Initial Results

To measure the impact of the KT training and support project for CSS customers, key metrics were recorded 12 weeks before the workshops and 12 weeks after.

Results of total improvements during the first year:

• Total DTS fell by an average of about 1 day per case
• Total TMPI fell by an average of about 27 minutes per case
• Customer satisfaction has improved by 3.3%

Beyond Technical Training

The KT program reinforces CSS’s commitment to provide world class support to customers. Workshop participants were drawn from various support business units allowing engineers and managers to share experiences with colleagues across the business. KT training is supported by on-the-job coaching and certification as well as local management sessions to build awareness and reinforce new behaviors back in the work place.

In addition to measuring the impact on efficiency and the customer sentiment, Microsoft also tracks employee satisfaction with the program. KT workshops received a 92% approval rating from the engineers and managers who took the course.

Entertaining and educative content, extremely good facilitator and trainer and a great, diverse group. We’ve had intense, opinionated discussions, great added value for me. The workshop was very interactive, more interactive than any other workshops/ trainings I’ve attended. There was a lot of team work which is definitely a plus… got a chance to connect with people from other teams and work together.

Sustaining the Focus On the Customer

The global CSS program team is driving further improvements by sharing Microsoft case studies with KT Champions to learn advanced process application. Recognition programs in the form of digital badges, a Sharepoint site and newsletter highlighting applications of KT processes provide diverse opportunities to share KT process knowledge and insights across business units and locations.

CSS has begun to integrate KT templates into service tools to document the application of the methodology in the work-flow, enabling better documentation, communication and hand-over. This robust approach to improving the customer experience through training, coaching, integrating and rewarding the use of KT methods has been fully embraced within CSS.

By the end of the journey, more than 7,000 CSS team members will use the KT process tools to minimize resolution time, maximize customer satisfaction, and drive the customer-obsession mindset to new levels – all resulting in a better support experience for Microsoft’s customers.

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Customer Case Study: Visma Spcs Improves Customer Experience with Semantic Kernel

Sophia Lagerkrans-Pandey

Jimmy Stridh

March 25th, 2024 0 1

Today we will dive into a customer case study. Thanks to the Visma team on their amazing partnership!

Visma Spcs, is a leading software company providing modern services to simplify accounting, HR, payroll, and more, and they’ve successfully integrated AI and Semantic Kernel to revolutionize their customer experience. With hundreds of thousands of customers across the Nordic region, Visma Spcs recognized the need to empower entrepreneurs and support accountants in achieving their goals.

“Improving customer experience is key,” affirms Roger Andersson, Head of Technology. “AI, powered by Semantic Kernel, helps us address these challenges.”

Understanding Customer Needs

“ We at Visma Spcs empower entrepreneurs to pursue their dreams and enable accountants to support their clients in their pursuit of achieving their goals. For us, it boils down to building the right things in the right way, and thereby creating value for our users. This is where AI enters the equation ” , says Product Experience Manager Johan Björnegård.

After conducting customer research, we have identified the following common needs among our customers:

• Finding the right information quickly and easily
• Asking questions and getting accurate answers
• Locating references to the correct documents and information

Addressing Customer Needs with AI

We at Visma Spcs wanted to improve the customer experience on the above points, says developer Jimmy Stridh. What we have done so far is to integrate AI and Semantic Kernel in using Retrieval Augmented Generation (RAG) to provide insightful answers over our existing product documentation. For this we’ve also utilized Azure OpenAI with GPT-4, and Azure AI Search. This gives us powerful tools to build on the existing RAG solution, as well as a clear path forward to where we’d like to take the user experience.

On Semantic Kernel

We chose Semantic Kernel as a solution as we are an organization that primarily uses .NET in our tech stack, and this provides smooth adoption throughout the company. We especially appreciated the following features:

• The extensive support and development around orchestration, agents and automation. We are deeply integrating our generative AI solutions in our products which means this is a vital area where we also see Microsoft and Semantic Kernel leading the way for developers.
• Abstraction and flexibility over AI model. As the landscape develops and specialized models appear along with new better foundation models, we have the option to select the correct model for every use-case.
• The proven track-record of Microsoft in developing copilots show their dependability as a partner in the ongoing evolution of this field.

Additionally, we appreciate the efforts being made on the framework, and the development of the agents moving forward – something that has become increasingly important as we have started new projects in the area.

Delivering in Real-Time Customer Interactions

To date, the AI-improved solution, called the AI Assistant , has been rolled out to hundreds of thousands of customers and the feedback and metrics has so far been very positive.

We’ve measured the following metrics to assess the performance of the AI solution:

• Usage rate: Several percent of daily active users interact with the chat daily, and we see a lot of recurring users.
• Correctness: Close to 90% of chat requests are resulting in a good response for the end-user, and trending upwards. Like many, we have seen the importance of having well-documented product information as a prerequisite for good performance.
• Latency to answer: Steady at a couple of seconds to first response. We observe that the ebb and flow of latency throughout the day, heavily depends on worldwide API usage more than anything.

The above metrics made us confident that we were on the right track and that the solution was working as expected.

What does the Customer Say

The feedback from customers has been overwhelmingly positive. They appreciate the convenience of receiving support outside of regular office hours, with around 40% of messages coming in when human support is unavailable. This 24/7 availability has been a significant benefit, allowing customers to get assistance whenever they need it most.

Furthermore, the AI Assistant has proven to be a valuable resource for the customer success team, particularly for new team members. When faced with customer inquiries in areas they are still learning about, the AI Assistant provides guidance and support, helping them navigate these challenges more effectively.

Semantic Kernel Team and their thoughts on the solution from Visma Spcs

“I was very impressed with the solution that Visma has implemented. It’s great to see how they have been able to use Semantic Kernel to improve the customer experience. It’s positive to see they’ve leveraged Semantic Kernel and the power of AI in their AI Assistant with hundreds of thousands of customers with 90% accuracy” says Matthew Bolanos.

What’s Next

After the initial success and rollout, we’re looking to improve the solution even further. We’re looking to do the following in the next phase:

• Create tight integrations into our applications, utilizing plugins and agents to enable action-taking from the AI Assistant.
• Employ the planner and agents concepts of Semantic Kernel to give a new dimension of the AI Assistant giving our services a new interface for the customer to interact with.
• Rollout to our full product suite containing dozens of products.

Choosing Semantic Kernel to enhance our customer experience has proven to be a great decision, providing significant benefits such as abstraction over large language models (LLMs), which allows us to select the most appropriate model for the task at hand. Additionally, its powerful orchestration capabilities have just begun to unveil their potential, suggesting that their importance will only grow as we continue to explore and utilize these features more extensively.

We’ve also appreciated being able to share our solution and experiences with PM Matthew Bolanos and the Semantic Kernel team as the rapid progress in the development of Semantic Kernel continues.

• Learn more about Visma Spcs and their offers here:  Visma Spcs 
• Learn more about Semantic Kernel: GitHub Microsoft Semantic Kernel, Semantic Kernel documentation | Microsoft Learn

Please reach out if you have any questions or feedback through our Semantic Kernel GitHub Discussion Channel . We look forward to hearing from you! We would also love your support, if you’ve enjoyed using Semantic Kernel, give us a star on GitHub .

Discussion is closed.

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Customer Success Stories

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Ryanair revolutionizes air travel with Amazon Bedrock and Amazon Connect

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Customer Stories from AWS Events

Intuit uses cutting-edge technology to deliver highly personalized customer experiences.

In this AWS re:Invent 2023 keynote video, Nhung Ho, vice president of AI at Intuit, discusses how the company is using AWS to drive major advancements in financial technology using generative AI.

BMW Group powers 1,000+ microservices that process over 12 billion requests daily—while achieving 99.95 percent reliability.

In this re:Invent keynote, Stephan Durach, Senior Vice president Connected Company Development and Technical Operations at BMW Group, discusses how the company uses Amazon Web Services (AWS) technology to transform automotive experiences.

Booking.com uses AWS to power emerging generative artificial intelligence (AI) technology at scale

In this AWS re:Invent 2023 keynote video, Rob Francis, senior vice president and chief technology officer at Booking.com, discusses how the company uses AWS to revolutionize the travel industry.

Listen to Customers Working to Solve Today's Largest Challenges

Hear how Anthropic and AWS are working together to responsibly deploy generative AI with a focus on safe, steerable, and reliable solutions.

Learn how Pfizer used generative AI to achieve the scale necessary to treat more than 1.3 billion people with medicines and vaccines in 2022.

Watch how Thorn leveraged AWS's capabilities to enhance their machine learning tools to identify over 2.8 million potential child sexual abuse material files.

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Nestlé S.A.: Achieving a global cloud transformation

Explore nestlé’s journey with sap.

With sales of more than one billion products a day, Nestlé S.A. is one of the world’s largest food and beverage companies. And with over 2,000 brands in 188 countries, the company’s operations are as large as they are complex. Nestlé’s journey with SAP began 20 years ago when it standardized its global ERP systems. Today, cloud solutions from SAP help support the digitization of everything from advanced analytics, customer experience, sustainability tracking to workforce and talent management. 

Employees worldwide have a single point-of-entry to all SAP applications.

Increased system availability with a simplified global it infrastructure., terabytes of data moved to the cloud., the challenge, strengthen the core: building an it infrastructure fit for global scale and complexity.

To stay in the hearts and minds of consumers for 156 years as Nestlé has, you need to embrace change. But when your company sells more than a billion products each day and employs more than 275,000 people who manage over 2,000 brands in 188 countries, that’s easier said than done. 

Nestlé’s business models and routes to market are changing as constantly as the world around us. Consumer expectations have shifted, and digital commerce is accelerating quickly. Supporting a future ready workforce with great employee experiences and efficiency at scale.  

Nestlé knew that at the core of every successful company is a solid IT infrastructure built to utilize data and provide the business insights that guide decision-making. And so it began its digital transformation journey.

The Solution

Transforming with a seamless journey to the cloud.

To ensure a smooth, disruption-free transition to a more dynamic, reliable, and scalable infrastructure, Nestlé selected the RISE with SAP solution—a complete offering of ERP software, industry practices and outcome-driven services designed to help companies take advantage of cloud computing in their mission-critical, core systems. With its global cloud transformation, Nestlé is now able to automate business processes across its operations, create innovative business models at global scale and achieve greater agility and resilience. 

All of Nestlé’s cloud solutions are integrated and feed into its analytics tools allowing 275,000 employees worldwide to have a single point-of-entry to all SAP applications. This is a major game-changer, reducing the time and effort to manage IT systems. 

With help from SAP Services and Support , including SAP MaxAttention services and the SAP Solution Delivery Center group, Nestlé shut down nine data centers and more than 10,000 servers. This enabled the company to migrate thousands of applications, 300 instances of SAP software, and a total of 1,200 terabytes of data to the cloud. Despite the size and complexity of the project, it was delivered on time, on budget, and without disruption to the business.  

“What we have between the Nestlé IT teams and the SAP Services and Support team is a true partnership that delivered on an ambitious transformation program—one that’s critical to Nestlé’s future success in the marketplace,” Chris Wright, CIO. 

Optimizing recruitment to retirement processes

One of the first areas of Nestlé’s digital transformation was the transformation of HR systems. The company used SAP SuccessFactors to standardize and automate HR processes that support everything from recruitment to retirement. Nestlé also uses SAP Business Technology Platform (SAP BTP) to develop custom extensions of SAP SuccessFactors for situations such as high-volume hiring during seasonal surges.  

By creating a hiring application that allows for batch handling and validation of employment data, Nestlé sped up the hiring process and made it much less cumbersome. Additionally, Nestlé now has a chatbot that speaks over 20 languages and answers simple and common questions from thousands of candidates each week without input (interactions) from HR professionals, providing a more seamless experience to the candidates and allowing the Nestlé team to focus on other work.

Giancarlo Pala Head of IT HR / Nestlé S.A. 

Transforming Customer Experience with One-Stop Shop

Nestlé is enhancing the customer experience for its business customers by streamlining the ordering, tracking, and invoicing processes. The existing approach relied on frequent telephone contact, resulting in time-consuming processes and potential errors. To overcome these challenges and adapt to the "Consumerization of Commerce," Nestlé implemented a global platform based on SAP Commerce Cloud. This platform eliminates the need for telephone contact by providing real-time insights into orders, invoices, and delivery information.

By offering a digital self-service portal, Nestlé improves the ordering and payment process, making it easier, quicker, and more efficient for retailers, wholesalers, supermarkets, and distributors. The unified one-stop shop built on SAP Commerce Cloud has revolutionized the previous customer service approach, reducing waiting times, enhancing flexibility, and ensuring transparency. This transition aligns with Nestlé's recognition of the importance of offering a seamless digital customer experience to stay competitive and meet evolving consumer expectations. The implementation of the platform not only benefits customers but also optimizes internal processes, increases flexibility, and supports Nestlé's sustainability efforts through paperless invoicing and better insights into orders, deliveries, and transportation.

Pablo Nill  Sr. Product Group Manager Customer Service Information Technology / Nestlé S.A. 

Better IT infrastructure means better business efficiency and agility

Nestlé has seen a range of benefits from its implementation of RISE with SAP, which has enabled a rapid and cost-effective cloud transformation, reducing costs, and improving the security and compliance of its applications. In simplifying its global IT infrastructure, the company has increased systems availability to 99.97% with outage times reduced from six hours to seven minutes. With SAP BTP, the company can now deploy digital assets 10 times faster than before, increasing business agility and reducing time spent managing IT. 

Business units such as human resources have seen improvements in their operations, too. Not only do they benefit from innovative applications like the multilingual chatbot, but increased automation has helped streamline and automate processes. Nestlé has also standardized the annual bonus and salary review processes across the company. Instead of taking a different approach in each country, 15,000 managers in more than 100 countries now use one common solution that has automated 95% of review processes.  

The transition to a customer-oriented approach and improved customer experience has yielded significant benefits. The reliance on the internal ERP system has diminished with the implementation of SAP Commerce Cloud, enabling easier connections and freeing the company from IT system constraints. This enhanced flexibility has led to smoother processes and better visibility of ongoing activities. Customers can now manage orders and inquiries independently, allowing the customer service team to focus on more complex customer questions or provide additional support to the sales force teams. 

Nestlé has strong commitments when it comes to sustainability and is using the information architecture of SAP to understand how its processes, supply chain, and manufacturing practices can be optimized to achieve these. 

Future Plans

Improving the consumer experience.

With Nestlé’s direct-to-consumer business increasing by more than 14% in the last year, the company is piloting SAP Commerce Cloud-based applications and portals to ensure that the customer has the same shopping experience buying directly from Nestlé as they do from a retailer.  

Nestlé plans to continue its journey to migrate its entire business operations to SAP S/4HANA Cloud, private edition , with finance and procurement already live. 

Nestlé’s digital transformation with SAP is helping to achieve their mission to unlock the power of food to enhance quality of life for everyone. And with SAP cloud solutions at the core, there is nothing stopping the company from fulfilling its purpose to be a force for good. 

SAP helps Nestlé S.A. run better

Key business outcomes and benefits.

• Reduced time spent on IT, allowing the company to quickly adjust business models and enter new markets
• Increased reliability, resilience, and performance of the platform
• Enhanced visibility and transparency
• 70% of hiring tasks now automated, improving data quality and cutting processing time by up to 90% in some markets

Featured solutions and services

• RISE with SAP can transition your current ERP data and processes to the cloud with less risk and without compromise. The bundle of tailor-made ERP software, transformation services, business analytics, and partner expertise guides you along a personalized path to the cloud. 
• SAP S/4HANA Cloud, private edition is a ready-to-run cloud ERP that delivers the latest industry best practices and continuous innovation. 
• SAP Business Technology Platform is a unified, business-centric platform that helps companies decide confidently, act with integrity, connect processes, data, and experiences, and achieve continued business innovation
• SAP SuccessFactors HXM Suite offers individualized experiences and strategic solutions – with mobile self-services available anytime, anywhere that empower employees to reach their full potential. 
• SAP MaxAttention can help you realize the full potential of your intelligent enterprise vision with on-site, premium access to trusted SAP experts, tools, and methodologies that can help deliver your expected outcomes successfully with SAP solutions.
• SAP Commerce Cloud solution provides a trusted e-commerce platform to help you innovate at scale and tap enterprise-wide data to boost profits and customer satisfaction.  

About Nestlé S.A.

Nestlé S.A. is a Swiss multinational food and drink processing conglomerate corporation. It is the largest publicly held food company in the world, measured by revenue and other metrics, since 2014. 

Industry	Region	Company Size
Consumer Products	EMEA	275,000

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