CRM foundation
Contacts, organisations and relationships brought together in one place and linked to the work they relate to.
Case Studies / Incident Management and CRM Platform
Incident Management and CRM Platform
for a Response Organisation
An organisation that responds to live incidents needed a connected platform for CRM, incident response, commitments, claims, safety reporting, AI-assisted assessment, and live operational analytics.
The problem behind the work
The organisation handled live incident response, technical advisory work, claims support, training, and stakeholder engagement. Contacts, incidents, staff commitments, claims, safety records, and documents were held across separate systems and spreadsheets.
This made it difficult to see which staff were deployed, which contacts were linked to an incident, what commitments had been made, which claims were active, and where evidence was stored.
Disconnected CRM and incident data
Contacts, organisations, and incidents were not reliably connected in one operational view.
Informal commitments tracking
Staff deployments and engagements lacked a central record of who was where and why.
Claims outside the core system
Incident-related claims were tracked through emails and spreadsheets, limiting auditability and follow-up.
Documents detached from context
Photos, evidence, and assessments were stored externally without clear links back to the incident record.
Manual reporting
Operational dashboards and reports required manual extraction and preparation.
What was delivered
A suite of interconnected model-driven applications was delivered on a shared Dataverse architecture, with AI Builder, Power Automate, Power BI, and controlled ALM practices built in.
Incident management app
A structured record for each response, with the people, documents and activity linked to it, plus dashboards and reports.
Commitments tracker
Deployments and engagements tracked as structured records, linked back to CRM and incident context.
Claims management
Claims created and managed against the related incident, with an auditable status history.
Safety reporting
Accidents and near misses captured in a governed internal reporting app for follow-up and trend visibility.
AI and analytics
AI Builder supported image assessment and business card capture, while embedded Power BI delivered live operational reporting.
What changed
Connected operations
CRM, incidents, commitments, claims, and documents now flow through one shared operational data model.
AI-assisted assessment
AI Builder gives technical teams a faster starting point when reviewing incident images and response options.
Cleaner contact capture
Business card scanning reduces manual entry after conferences, meetings, and response activity.
Incident-context documents
Evidence and documents are easier to retrieve because they are linked from the operational record.
Live insight
Embedded dashboards and paginated reports provide current operational and claims visibility.
Future-ready architecture
Layered solutions and Dev, UAT, and production pipelines support controlled future enhancement.
Platform components
Power Apps (Model-Driven)- Power Apps (Canvas)
Power Automate
Power BI
AI Builder
Copilot
Entra ID
Microsoft 365
Dataverse
Running into something similar?
Records in separate systems, work tracked in spreadsheets, evidence nobody can find. Describe your situation and we will explain how we would approach it.