The new process in turn frees the dedicated CRM agent, allowing orders from all channels, such as inbound and outbound call center agents, field service sales representatives at customer sites, and via a customer self-service portal.
"We avoided having to hire 10 full-time employees. Better still, the existing CRM agent is now free to work on other projects,” said McDaniel.
Using Power Virtual Agents, Happiest Minds helped the company develop a bot that served as an intelligent front end to the new solution, with Power Automate used to drive the entire process.
By interoperating with other Azure services, such as Azure Key Vault, the system is designed to securely access both internal and external systems and orchestrate the entire order process, from purchase order to reconciliation, in SAP.