Client Profile:

A Latvian company specializing in creating, developing, and maintaining quality living spaces with a focus on energy efficiency. They offer full-service care for properties and everyday comforts, making life easier for people and businesses.

Project Brief:

The client faced challenges with manually tracking and resolving registration and resolution issues, which led to inefficiencies and communication lapses. They required an automated solution that integrates with SharePoint for data storage, uses Power Automate for process automation, and incorporates a Canvas App for user interaction.

Solution Delivered:

Cynoteck developed an Issue Management Canvas App to streamline the entire issue lifecycle from registration to resolution. Key features of the solution include:

• Issue Registration: Admins can register new issues within the app, triggering automatic confirmation emails to both the client representative and the issue raiser.
• Issue Assignment, Acceptance, and Cancellation: Issues are assigned to a resolver who receives an email with a link to the details and a button to accept the issue. If not accepted within 24-48 hours, a reminder is sent. The resolver can also request cancellation, which requires a justification and triggers an email to all relevant parties.
• Issue Resolution: Upon fixing the issue, the resolver informs the admin, who reviews the fix, uploads a resolution document, and changes the status to 'Closed.' Closure notifications are sent to all stakeholders.
• Timeline and Communication Management: A timeline feature within the app maintains a record of all communications related to each issue, including notes, attachments, and email interactions.

Value Delivered:

• Enhanced Efficiency and Communication: Automated emails and reminders reduced delays and ensured timely updates, increasing issue resolution efficiency.
• Improved Accountability and Transparency: Mandatory cancellation reasons and a detailed timeline feature enhanced documentation and visibility of all actions and communications.
• Seamless Integration and Data Management: Centralized data storage in SharePoint and robust automation with Power Automate improved overall workflow efficiency.
• User-Friendly Interface: The Canvas App provided an intuitive interface in Latvian, making it easier for users to manage issues effectively and overcoming previous language barriers.

Technology Stack:

• Power Apps
• SharePoint
• Power Automate