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Representative solution

Multi-site Work Order & SLA Management

A fictional but realistic example of how FlowNorth Digital can replace disconnected trackers, manual hand-offs and inconsistent status updates with a central process, automated workflow logic and live management reporting.

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Scenario

The fictional client situation

Business context

Northshore Engineering Services operates from several regional locations. Each office receives work requests, creates jobs, allocates updates and closes the work when complete. Over time, each location has developed its own spreadsheet tracker and naming conventions.

Managers spend time chasing teams for updates and reconciling multiple versions of the truth before monthly meetings.

Typical problems

  • Several spreadsheets and email chains for the same workflow.
  • Missing dates and inconsistent status values.
  • No reliable view of ageing or overdue work.
  • Manual SLA calculations maintained by users.
  • Difficult handover when work moves between teams.
Before & after

What changes

Before

Manual, fragmented process

  • Separate office trackers with different fields and update habits.
  • Work progression depends on emails and local knowledge.
  • Users type or interpret status values differently.
  • Management reporting requires manual consolidation every cycle.
  • Approaching SLA breaches are often spotted too late.
After

Centralised, guided workflow

  • One shared data structure across all sites and teams.
  • A Power App guides users through each stage of the lifecycle.
  • Validation rules protect data quality at the point of entry.
  • Workflow status and SLA metrics are derived from recorded dates and rules.
  • Managers can see live workload, ageing and risk positions in Power BI.
Workflow diagram

Example process design

1. Work received

A new request is captured in the app with customer, job, location, dates and required classification fields.

2. Work progressed

Teams update stages using guided screens for setup, action taken, parking, escalation or completion.

3. Logic & automation

Rules calculate status, working-age position, SLA timer state and send alerts when records need attention.

4. Reporting & review

Power BI shows live totals, pending breaches, office performance and record-level detail behind each KPI.

Synthetic screen example

Illustrative dashboard view

Operations & SLA OverviewIllustrative only • Fictional data
Open work orders184Across 6 sites
Within SLA92.4%Rolling 30 days
Pending breach17Need action soon
Parked items29Awaiting next step
Open workload by siteCurrent snapshot
SLA positionAll current work
Priority recordsExample detail view
JobSiteStatusAgeOwner
WO-10324CentralIn progress4 daysBU Team A
WO-10311NorthPending action6 daysOperations
WO-10297SouthApproaching breach8 daysSupport
Solution outline

What the delivered solution could include

Application & rules

  • User-friendly data entry and update screens built in Power Apps.
  • Required field and date-sequence validation.
  • Controlled choice lists to improve consistency.
  • Automatic status categorisation based on the recorded workflow.
  • Role-appropriate views for office users, support users and managers.

Automation & reporting

  • Power Automate notifications when records move stage or need attention.
  • Daily or scheduled data refresh into Power BI.
  • KPIs for open work, SLA attainment, ageing and pending breaches.
  • Drill-through from summary cards to record-level lists.
  • Clear handover, documentation and improvement backlog.
1shared operational dataset
4+workflow stages supported
Livereporting rather than manual monthly collation
Lowerrisk of inconsistent updates and missed actions
Why it matters

Value for the client

The technology matters, but the business value comes from making the process easier to control. A solution like this helps teams spend less time maintaining trackers and more time handling the work itself. Managers get one trusted view, and the business gains a foundation it can improve over time rather than patching another spreadsheet.

Reduced admin duplicationMore reliable SLA reportingCleaner management informationScalable process design
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