Power Platform
Power Platform
The low-code layer as a whole — apps, automation, portals and agents — governed through managed environments and data policies.
Retail & Distribution · Modern Work & Automation
Roadside support resolved fifteen per cent faster
A global vehicle rental and mobility provider, Global. With more than eleven thousand rental locations across 160 countries, customer service and internal scheduling processes were difficult to modernise consistently at that scale.
The situation
What the organization was dealing with
With more than eleven thousand rental locations across 160 countries, customer service and internal scheduling processes were difficult to modernise consistently at that scale.
At eleven thousand locations across 160 countries, consistency is the hard problem. Any change has to work in markets with different languages, regulations and operating norms, which is why large rental and retail networks tend to modernise slowly.
What was done
The work, and the part that was actually hard
Low-code applications and agents were developed on Power Platform, including an employee schedule planning app and an AI-driven agent built in Copilot Studio for roadside assistance.
Starting with roadside assistance is a sensible choice: it is high-volume, emotionally charged, and the customer is usually stationary and frustrated. A 15% improvement in resolution time is modest in isolation and significant when multiplied across that footprint.
Results
What was published
These are the figures exactly as reported in the source. Nothing has been rounded, extrapolated or restated.
Faster issue resolution15%+
Rental locations11,000+
Countries160
What changed
- An AI agent supporting customers seeking roadside assistance
- Time to resolve customer issues reduced by more than 15% in early pilot
- Employee scheduling handled through a purpose-built low-code app
- Modernisation delivered without a full platform replacement
Platforms involved
What each product was doing here
Copilot
Copilot Studio
Agents built over an organization's own knowledge and processes, published into Teams, a website or a phone line.
What transfers
If you were to attempt this
Choosing a first agent use case where the customer is already in difficulty concentrates the benefit where it is most visible.
Where it usually gets harder than expected: The published figure is from an early pilot. Pilot results in customer service routinely soften at scale as the easier cases are exhausted.
How we would take it on
Our approach to Modern Work & Automation work
1
Check what you already own
Most organizations are licensed for more than they have deployed. This step frequently reduces the engagement we were about to be paid for.
2
Assess permissions before AI
Copilot reaches whatever the user can reach. A decade of casual oversharing becomes visible on day one, and it is entirely avoidable if you look first.
3
Pick scenarios with the business
The functions that will use it know where their week goes. Scenario selection done inside IT produces pilots that impress nobody.
4
Measure in tiers
Usage, then time and quality, then business KPIs. Anyone promising the third before the first exists is guessing.
Recognise the problem?
If any of the above describes your organization, tell us where it hurts most. We will tell you what the same platforms could realistically do in your environment, what we would measure, and whether we think it is worth doing at all.
Talk to our teamMore Modern Work & Automation storiesWe reply to every message within one business day.
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