Supervielle - Business Process Automation

Supervielle needed an automated case management system within Dynamics 365 to optimize internal operations, improve response times, and reduce the workload of its legal and support teams. Resolva.tech developed a custom Dynamics 365 & Power Automate solution, integrating self-service knowledge management, automated case resolutions, and AI-driven recommendations to improve efficiency and reduce repetitive inquiries.

Client
Grupo Supervielle
Service
Process Automation
Year
2022

The Challenge

Supervielle needed an automated case management system within Dynamics 365 to optimize internal operations, improve response times, and reduce the workload of its support and legal teams.

Main challenges before Resolva.tech:
❌ High volume of repetitive inquiries → Many customer requests could be resolved with existing knowledge but required manual responses.
❌ Lack of self-service tools → Clients had no way to find answers independently, increasing case load.
❌ Manual case processing → No automation to suggest solutions or auto-resolve common issues.
❌ No centralized knowledge base → Agents had to manually search for responses, slowing down resolution times.

Supervielle needed a smarter, AI-driven solution to automate case handling and reduce workload.

The Solution

Resolva.tech built a fully automated case resolution & knowledge management system using Dynamics 365, Power Automate, and Microsoft 365 integrations.

Automated Case Management

‍Integrated Power Automate to auto-generate cases from customer requests.
Smart routing & assignment based on request type and priority.

Self-Service Knowledge Base & AI Recommendations

‍Implemented a dynamically suggested knowledge base that shows relevant articles as customers type their request.
Automated case resolution: If a knowledge base article fully resolves the inquiry, the system auto-sends the article and closes the case.

Microsoft 365 Integrations

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Outlook integration to sync customer email conversations with case history.
SharePoint integration for centralized case document storage.

SLA & Performance Analytics

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Custom SLA tracking to measure case response times.
Advanced reporting & insights on recurring customer issues and self-service adoption.

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The Results

  • Significant reduction in case volume due to automated knowledge-based resolutions.
  • Improved SLA compliance & case resolution times.‍
  • Increased self-service adoption, reducing repetitive inquiries by 20% ‍
  • More efficient legal & support teams, focusing on complex cases instead of routine questions.
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