Store Incident & Task Management – Medical Supply Retail (Case management)
The Challenge:
A 20-store medical supply retailer handling equipment repairs, customer complaints, inventory discrepancies, and regulatory compliance tasks relied on email and phone communication resulting in 30% of issues falling through gaps. Average issue resolution time was 12 days, and lack of tracking created audit risks and frustrated customers.
The Solution:
Built Power Apps unified incident and task management system with automated routing via Power Automate based on issue type, priority, and store location. Integration with customer database enabled issue history tracking. Power BI dashboards provided real-time visibility into open issues by category, aging, and responsible party with SLA compliance tracking.
Result:
Issue tracking completeness improved to 99%, average resolution time reduced from 12 days to 4.5 days, and SLA compliance increased from 65% to 91%. Customer complaint resolution satisfaction scores rose from 68% to 89%, and regulatory audit preparedness improved significantly with complete documentation trails.