Mithos

Case studies

Real problems, practical solutions

Examples from our work for a UK services business on Dynamics 365, Power Pages and Power Automate. Client details are kept confidential.

Customer Service

SLA, triage and breach alerting

UK services business using Dynamics 365 and Power Pages

The challenge

New cases had no immediate triage clock, the first response SLA only covered priorities P1 to P4, staff couldn't pause the clock while waiting for a customer, and nobody was warned before a breach.

What we built

  • An 8-hour triage SLA that starts when a case is created and completes once case type and priority are set
  • A rebuilt first response SLA covering P1 to P5, including a new five-day P5 timer
  • Pause and resume using native Dataverse SLA behaviour, with a pause allowance set by priority
  • Scheduled Power Automate flows emailing case owners at 24 and 2 hours remaining, and when a pause expires
  • One log table recording every alert sent, with duplicates prevented
  • Team, personal and management dashboards in native Dataverse

The helpdesk turned out to be a Dataverse team with no email address, so we dropped the triage email and put that visibility on the team dashboard instead.

What it gives the team

Owners are warned while a breach can still be avoided, staff can see triage, paused and breached cases at a glance, and managers can see performance by person.

Dashboards

Procurement and contract renewal dashboard

Procurement team at a UK services business

The challenge

There was no single view of supplies out of contract, upcoming renewals, SLA performance and risk, or of who owned what.

What we built

  • Out-of-contract supplies shown by risk, owner, client and next action
  • Days-out-of-contract calculations
  • A 22 working day KPI that follows the agreed working-day and bank holiday rules
  • Flags for supplies that stall in tender stages beyond agreed thresholds
  • Urgency indicators that escalate as deadlines approach, and an Unassigned Risk group for records with no rating
  • Owner assignment, workload views and export
  • Visibility of contracts expiring within three months with no future contract in place

What it gives the team

The team can see what is out of contract, what is about to expire and who owns the next step, all from one dashboard.

Case management

A case model for COT work

Operations team at a UK services business

The challenge

COT work needed to live in one place, with each supply tracked separately and nothing falling between a COT record and its case.

What we built

  • One COT record per supply, with key fields locked after creation and an agreed route for corrections
  • A flow that creates a linked case under the triage case automatically, without duplicates
  • The existing five-day rolling P5 SLA driving all client and supplier chasing
  • A compliance view showing COTs without a case, cases without a COT, and parent cases with open child cases
  • A one-page process guide and team briefing

Designed around platform limits, including the 100 child cases Dynamics allows per parent case.

What it gives the team

Every supply has its own record and case, chasing runs from one SLA, and gaps show up in a view instead of being found by accident.

Automation

Rework tracking and automated client chasing

Recharges team at a UK services business

The challenge

Reissued reports were flagged by typing "reissue" into task names, under the same nominal codes as normal work, so nobody could see why work was repeated, whether it was chargeable or how much capacity it took. Client chases for tenancy schedule information were sent by hand.

What we built

  • Rework fields on project tasks: reason, chargeable, fee, reporting period and number of reports reissued, with validation rules
  • Views and charts that total rework by reason, chargeability and quarter, with no exports needed
  • A scheduled flow that chases clients for tenancy schedule information ahead of each report, with a reminder and a final internal alert
  • Stop rules, opt-outs at client and contact level, a test mode and a master on/off switch
  • Email wording held in a table so the team can edit it without a developer
  • A log of every chase sent, used to stop duplicates

What it gives the team

Rework can be measured by cause and cost, and chasing goes out on time with a record of what was sent.

Data model

Escalation and commercial risk visibility

Account management at a UK services business

The challenge

Nothing recorded whether overdue or blocked work had been escalated, when, or to whom. At client level, the system held no record of whether a commercial agreement existed or when it ended.

What we built

  • Escalation fields on cases, supplies and project tasks: escalated, date, escalated to (account manager, client or both) and a named contact, with an Escalated view on each
  • Agreement fields on each client, with an automatic red, amber or green rating
  • A link to next year's recurring work, flagging clients where cover ends before their work does
  • A monthly snapshot flow so movement in ratings and value can be reported
  • A native dashboard and a dedicated security role, so only named managers see it

What it gives the team

Escalations can be filtered in Dynamics instead of asked about, and managers can see how much planned work is backed by an agreement.

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