Self-Service IT Portal & Knowledge Management – Growing Organization
The Challenge:
A concrete manufacturing company with 280 employees across 6 locations had IT helpdesk receiving 320+ monthly requests for routine tasks (software requests, hardware issues, account questions, access requests). Helpdesk of 2 technicians was overwhelmed spending 75% of time on repetitive issues, knowledge was in technician heads creating single-point-of-failure risks, and employees frustrated with wait times averaging 6 hours for responses.
The Solution:
Implemented Power Apps IT self-service portal with service catalog, knowledge base, and request submission integrated with Dynamics 365. Copilot chatbot provided 24/7 support for common questions drawing from knowledge articles in Fabric. Power Automate workflows for fulfillment (software deployment via Intune, access requests with manager approval, hardware ordering). Azure AI analyzed support patterns identifying knowledge gaps and suggesting article creation. Power BI tracked self-service adoption, ticket deflection, satisfaction scores, and technician productivity.
Result:
Ticket volume reduced 48% (155 monthly) through self-service deflection freeing technicians for strategic projects, average response time improved from 6 hours to 45 minutes for tickets requiring human attention, and employee satisfaction increased from 64% to 89%. Knowledge base grew to 180 articles with 1,200+ monthly views demonstrating adoption, and technician single-point-of-failure risk eliminated through documented knowledge. Self-service adoption reached 71% of employees.