The finance department at MS Society UK faced significant challenges in managing day-to-day tasks due to the use of disparate tools across various teams.
This fragmentation led to delays and inefficiencies in responding to internal support requests, ultimately impacting the overall operational effectiveness of the organisation.
Objective
To develop a unified system for monitoring and managing user requests within the finance department to improve response times and overall service delivery.
Solution Implemented by Walter and Associates
Strategy: Utilise Microsoft Power Platform and Power BI integrated with Zapier to streamline and centralise user request management.
Implementation Details
1. Integration of Tools
Walter and Associates leveraged Zapier to integrate various data sources into the Power Platform. This allowed for real-time data collection and processing from multiple request channels.
2. Power BI Dashboard Development
A comprehensive dashboard was created using Power BI to visualise key performance indicators (KPIs), including the volume of requests per application and user feedback scores. This enabled immediate insights into areas requiring attention.
3. User Training Identification
By analysing the data collected, the team identified specific applications and processes that generated the most support requests. Targeted training programs were developed to address these knowledge gaps among users.
Results
1. 36% Reduction in Support Requests
Within three months of implementing the unified monitoring solution, MS Society UK’s finance department observed a 36% reduction in the number of support requests. This significant decrease was attributed to the improved efficiency of request handling and the targeted user training sessions.
2. Enhanced Response Efficiency
The centralization of request data enabled faster response times and better allocation of resources, ensuring that support was provided efficiently and effectively.
3. Data-Driven Decision Making
The Power BI dashboard provided the finance team with actionable insights, allowing for continuous improvement in service delivery and resource management.
Conclusion
Walter and Associates’ intervention with the MS Society UK finance department demonstrates the powerful impact of integrating modern IT solutions like Microsoft Power Platform and Zapier.
By centralising request management and utilising data analytics, organisations can significantly enhance their operational efficiency and service quality. This case study exemplifies how tailored IT solutions can resolve specific challenges in nonprofit organisations, leading to substantial improvements in performance and customer satisfaction.
Future Considerations
To sustain and build upon the improvements, it is recommended that MS Society UK continues to refine the training programs based on ongoing data analysis and consider expanding the use of these technologies to other departments to replicate this success across the organisation.
