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When CRM Cases Are Too Much: A Custom Approach with Power Apps

/ By / Dynamics CRM for Customer Service, Dynamics CRM for Manufacturing, Dynamics CRM for Professional Services, Dynamics CRM for Project Management, Dynamics CRM for Supply Chain, Dynamics CRM for Vertical Industries, Dynamics CRM/365 Success Stories, Videos - Dynamics 365
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Updated · Originally published

What do you do when your CRM service process needs more than tickets—but doesn’t need the complexity (or cost) of Dynamics 365’s full Case module?

In Episode 3 of Not Your Grandfather’s CRM, Steve Pestillo shares how P2 Automation built a custom Power Apps module for a client whose customer service issues span six departments, but only needed to manage a few cases per month.

Key solution highlights:

  • Multi-role approval workflow (QA, Manager, President, Accounting, etc.)
  • Mobile photo upload support
  • Vendor and rework plant claim tracking
  • Built-in approval timeline
  • Timeline for email and calls
  • Task assignments for better follow-through
  • Fully costed financial tracking per item

This isn't “out of the box” CRM—it’s built for purpose using the Power Platform, at a fraction of the cost of traditional tools.

Related posts:

  1. Beyond Contacts: How Modern CRM Drives End-to-End Business Transformation
  2. Why a Custom CRM Service Module Worked Better Than Cases
  3. A CRM Service Solution Built for ISO-13485 Compliance? Yes, with Microsoft Power Apps.
  4. Automating Multi-Person Approval Processes with Power Apps: A Real-World Example
  5. Managing Change Requests with Power Apps and a Master Data Workflow