Redefining IT service delivery at a leading US financial institution with Microsoft Power Platform
A leading U.S. financial institution wanted to make their IT service delivery proactive. They wanted to leverage automation to eliminate manual grind and reduce costs. The leadership team wanted an experience that felt more like a modern service desk without ripping out their existing systems. They also had a platform preference, stay within the Microsoft ecosystem they already trusted — Power Platform and Microsoft Teams.
Existing scenario:
Creating a support request was slow and frustrating for employees.
Tickets got “lost” in chat and manual follow-ups.
Users had no visibility into status, approvals, or next steps.
Common/repeat incidents kept hitting the service desk instead of being resolved at the edge.
High-priority issues weren’t escalated fast enough, leading to delays and risk.
They partnered with Saxon to redefine their IT service delivery with a modern solution.
Impact we delivered:
Faster ticket creation and tracking: Employees can raise issues and see status without manual follow-up, cutting delay at the very first step.
Lower ticket volume for repeat incidents: Self-service via the knowledge base allowed end users to resolve the most common problems themselves. Support load dropped.
Real-time collaboration = faster resolution: Direct interaction between users and IT inside Teams accelerated triage and fix time.
Stronger SLA discipline and escalation control: High-severity issues are now surfaced, owned, and acted on with defined timelines — not “best effort.”
Higher IT team productivity: Automated routing, automated approvals, and automated updates meant less admin work and more time resolving.
The end result: a more proactive, more transparent IT support model that improved service quality and user experience across the organization.
The full case study walks through the Power Desk architecture, the escalation model, SLA design, and how Teams + Power Apps + Power Automate were orchestrated to act like a modern IT service desk for a regulated financial institution.
Download the complete case study to see how we did it inside Microsoft Power Platform — and what this model could look like in your environment.
