The Problem
Handling a large amount of calls a day can get overwhelming especially when you are already on a call, this can cause call backs to not occur and leaving clients/customers annoyed.
Technology Used
- Power Automate
- Teams
- Power Apps
- Outlook
The Solution
Using a bespoke Power App, anyone can log a message or callback request for any team member. The request is then sent to the team member via Teams and Outlook as an adaptive card. They can acknowledge the request, and for important messages, these are sent multiple times with high importance. If the team member does not acknowledge the request, the system will automatically remind them of all outstanding callback requests.
The Power App also allows each team member to choose how they would like to receive these requests—via Outlook, Teams, or both.
Alternatives and Additional Options
- Advanced options when filling out the initial form
- More customised options for team members on notification frequency
