A large biotechnology company needed to transition from Nintex® to Microsoft Power Platform® in a short timeframe due to increases in Nintex license costs by up to 500%. The Microsoft Power Platform offered redundant capabilities at a reduced cost, making it an easy choice to migrate.

The client was challenged with making use of extremely complex workflows and Nintex forms and needed ways to work around the inherent limitations of the Nintex solution.

Milestone Approach

Milestone started by creating a defined intake process that included filtering out unused accounts and workflows, while focusing on active workflows and Nintex forms being used. Milestone optimized implementation by prioritizing active workflows to create a reusable process both in the evaluation of Nintex and in building Power Platform Solutions.

In addition, Milestone was able to rank workflows by complexity and ROI for the client. Some complex workflows were implemented by solving challenges inside Power Platform itself, others by using robotic process automation (RPA).

The Result

Milestone was able to fully migrate the client in under six months. Overall, the client achieved savings of $850K, including the Power Apps build cost.

Milestone Maximizes the Potential of Power Platform for Your Business

From migration to delivering re-engineered workflow solutions, Milestone has a proven track record for getting organizations transitioned to Power Platform quickly and more effectively.

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The post Milestone Transitions a Leading Biotechnology Company from Nintex to Power Platform appeared first on Milestone Technologies - IT Services and Digital Solutions.

This client is a multinational transportation services and ride-hailing company. They have over 20,000 employees in 80+ countries generating over 30,000 IT service tickets annually. Due to rapid growth, the company’s existing IT help desks could not scale and support the exponentially increasing number of employees. Also, their end-users increasingly wanted a choice of communication channels and faster turnaround time for their issues.

Milestone Approach

Milestone’s Cognitive Automation team recommended developing and deploying an AI-based Virtual Agent to complement the human staff in the company’s IT service desks.  The team designed the Virtual Agent to deflect most common requests, such as password resets, away from L1 and L2 human agents.  The Milestone team also implemented the Virtual Agent so employees would have multiple avenues for interacting with it, including Slack and a ServiceNow portal.  Behind the scenes, the Virtual Agent integrated with existing corporate systems to resolve issues.

For example, an employee could engage with the Virtual Agent to reset a password via Slack.  The Virtual Agent would create a ServiceNow ticket, then proactively engage with the end-user via a secure Slack direct message. Next, it would work with the end-user to complete the password reset by integrating it into the company’s Okta SSO system.  Finally, the Virtual Agent would close the ServiceNow ticket.

Results

The automated Virtual Agent created by Milestone’s Cognitive Automation team has already racked up some impressive statistics.  It is currently supporting 3,000,000 annual conversations.

The Virtual Agent allows for complete deflection and resolution of over 30% of all incoming tickets. It is also managing 100% of incoming case triage and assigning complex tasks to L2 human agents.

By the Numbers

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The post Transportation Services Firm Reduces Service Desk Costs with Milestone Virtual Agents appeared first on Milestone Technologies - IT Services and Digital Solutions.