Case Study

The Power App Success Story

Revolutionizing Cold Chain Logistics with a Model-Driven app

FROM CHALLENGES TO TRIUMPH: COLD CHAIN LOGISTICS REIMAGINED

In an era marked by increasing demand for cold chain transport, efficient and flexible solutions for cold storage and perishable product logistics have become paramount. Our client, a leading technology-driven rental refrigerated trailer services provider, recognized the need to leverage technology to provide customer-specific and adaptable cold chain logistics solutions. VE3 partnered with the client to create a bespoke Case Management System using a Model-Driven App, Power App Portal, custom Azure .NET Apps, and Azure B2C single sign-on. The goal was clear: empower our client to provide self-service case management, streamline operations, enhance customer service, and drive measurable results in the cold chain logistics industry. Our client stands as one of the United States’ largest refrigerated storage specialists, offering sales, service, leasing, and support for thousands of refrigerated trailers. Their clientele ranges from large national organizations with numerous locations to smaller, niche markets. As part of a multinational corporation, they sought to optimize their operations and enhance customer experiences.

What we solved

Challenges

The company encountered a series of challenges that hindered their ability to fully leverage their existing technology infrastructure and provide an optimal customer experience‍

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Our Approach

Collaborative Design Process

  • We began by collaborating closely with the client to gain a deep understanding of their requirements. Through design thinking workshops, we identified user experience needs, defined the structure for accounts and contacts, and selected the most suitable technology architecture. This collaborative approach ensured that the final solution aligned perfectly with the client’s objectives.

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Multi-Tiered Customer Hierarchy

  • To cater to the diverse needs of both global corporations and local entities, we designed a flexible multitiered customer hierarchy. This hierarchy allowed power users to have corporate accounts with full access to all aspects of engagement, along with local accounts that provided visibility based on the user’s specific location and business unit. The flexibility in the hierarchy structure addressed customer security concerns while maintaining the right level of access.

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Hybrid Approach with Azure B2C

Given the complexity of the project, we recommended a hybrid approach. We integrated Azure B2C for single sign-on capabilities and leveraged the power of Microsoft Power Portal within Microsoft Dynamics CE. In addition, custom .NET applications were developed to provide specialized usage reports and an interactive IoT dashboard. This hybrid approach ensured a seamless customer experience while accommodating the custom functionality required to support the client’s unique business needs.

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Powerful Portal Features

  • Account and Case Management: We implemented Power App Portal functionality for basic features such as account and case management. Customers can easily update their account information, access related contacts (based on permissions), and submit cases directly through the portal.
  • Custom .NET Components: Our solution included customizable customer usage reports, empowering customers to view essential asset information, apply filters, save custom reports, and download data in Excel or PDF formats.
  • IoT Dashboard: An interactive dashboard was integrated, offering real-time visualization of asset locations on a map of the United States. Users can explore detailed asset information, including temperature, location, operating hours, and more.

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Key Solution Points

  • Secure Documentation Access: Clients can securely access statements, invoices, and supporting documentation directly through the portal, streamlining their access to critical financial information.
  • Online Case Management: Common requests are streamlined with online case management, seamlessly integrated with Dynamics 365 CE for efficient processing.
  • IoT Data Integration: Our solution incorporated Internet of Things (IoT) data, providing an interactive dashboard and map that allows users to identify asset locations and monitor their status in near real-time.

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Key Solution Points

  • ‍Flexible Reporting Module: We designed a robust and flexible reporting module that enables users to customize, sort, filter, and download reports based on real-time data. This feature empowers customers with valuable insights into their assets and operations.
  • Security and Access Control: To ensure data security, we implemented invitation-only access for authorized customers. A sophisticated account hierarchy was designed to display data and services based on the user's specific role within their organization.
  • Streamlined Invoicing Process: In a subsequent phase, we migrated the entire customer invoicing process to the portal, replacing the previous manual process. This enhancement allows clients to access precise monthly invoices and reports with filtering and downloading capabilities.

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Outcome

The implementation of the Power App Portal with custom Azure .NET Apps and Azure B2C single sign-on solution yielded remarkable results in the real world, demonstrating its value to our client’s operations. Throughout the development and deployment phases, we focused on delivering tangible benefits that translated into quantifiable improvements in various aspects of their business.

VE3 successfully partnered with our client, a major player in the cold chain logistics industry, to transform their operations and customer service capabilities. The Model-Driven App, Power App Portal, and custom Azure .NET Apps, coupled with Azure B2C single sign-on, have empowered our client to deliver better customer service, streamline operations, and reduce costs. The measurable results achieved underline the significance of embracing technology to meet the evolving demands of the cold chain logistics sector. In conclusion, the implementation of the Power App Portal with custom Azure .NET Apps and Azure B2C single sign-on not only met the client’s complex data and security requirements but also delivered substantial business benefits. The measurable results, including reduced customer service and sales call volume, improved request processing efficiency, and the elimination of resource-intensive reporting, underscore the success of this transformative solution. Our client now enjoys a more streamlined and cost-effective operation while delivering an enhanced experience to their customers.

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