Manufacturer Launches Self-Service Client Portal with Embedded Power BI on Power Pages
A UK industrial manufacturer built an authenticated customer portal on Power Pages with fully embedded Power BI reports, cutting inbound customer service calls by 60% and eliminating 3 weekly manual report runs.
The Challenge
The manufacturer's 180 trade customers were generating 400+ weekly inbound calls and emails requesting order status, delivery schedules, and quality certificates. Account managers were spending 60% of their time on reporting and status updates rather than sales. Three analysts spent 6 hours per week producing manual Excel reports that were outdated by the time customers received them.
Our Solution
We built a Power Pages portal with Dataverse as the data backbone, giving authenticated trade customers real-time access to their order pipeline, delivery tracking, quality documentation, and invoice history. Power BI reports are embedded directly in the portal using Row-Level Security so each customer sees only their own data. Power Automate triggers proactive notifications for shipment updates and quality certificate availability.
Key Outcomes
60% reduction
Inbound Call Volume
Customers self-serve order and delivery information 24/7
18 hrs/week
Analyst Time Reclaimed
Three weekly manual report runs fully automated
+22 NPS
Customer Satisfaction
Net Promoter Score improvement from 31 to 53
+40%
Account Manager Capacity
Account managers redirected from reporting to new business development
Technologies Used
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