From chaos to efficiency: how intelligent automation transformed customer service at a multinational company

A global company, a leading producer of paper packaging with operations in 35 countries and thousands of industrial customers, was facing increasing pressure in its customer service area.

Although they had defined processes, these were far from efficient. Requests came in through multiple channels - mail, telephone, physical forms - with no standard format. Follow-up was done manually, with spreadsheets and forwarded emails. Traceability was practically non-existent and those responsible for each area operated with different versions of the information.

Service levels (SLAs) were deteriorating week by week, affecting the customer experience and generating internal friction.

The pandemic only exacerbated the situation: digitization was no longer optional. The company needed an urgent solution to automate its critical care processes and transform its operation into an agile, digital and scalable model.

The solution: orchestrated automation with Power Platform and experience focus

Our team came up with a comprehensive solution based on Microsoft's Power Platform, combining three key capabilities:

1. 1. Power Apps to standardize the capture of applications from any area
   2. Power Automate to map business rules, trigger automatic flows and escalate requests without manual intervention
   3. Power BI to monitor the process in real time with intelligent dashboards

Before implementation, we conducted a complete mapping of the customer service process from the perspective of each actor involved: customer service, sales, operations and IT. This survey allowed us to identify invisible frictions and redesign the flow under a customer-centric logic, reducing steps, consolidating validations and automating repetitive tasks.

The automation team worked in parallel with key users to ensure adoption, avoiding the classic "just another system" barrier. Thanks to Power Platform's low learning curve, we were able to train and empower operational users in less than two weeks.

Measurable results: operational efficiency and customer experience

Three months after implementation:

• The response time was reduced by 35%by eliminating manual tasks and standardizing flows.
• A compliance rate of SLA of 98% of applications, compared to the previous 70%.
• The 100% of applications now have full traceability and digital tracking.
• The 35% of applications were resolved without the need for escalation to a second level of care.

In addition, Power BI dashboards enabled operations and service leaders to make data-driven decisions, prioritize areas for improvement, and visualize bottlenecks in real time.
The impact was not only technical: it was achieved by improving the customer satisfaction and depressurize the teamThe company is now able to focus on value-added tasks.