Case Study: CenturyLink achieves faster customer service and streamlined field operations with Microsoft Power Apps

CenturyLink field technicians use Microsoft Teams to deliver faster customer service

CenturyLink, part of Lumen Technologies, faced slow, paper-based field workflows and communication gaps that delayed repairs and customer restores. To become a cloud-first, more agile operation, they turned to Microsoft Power Apps together with Microsoft Teams, Microsoft 365, Power Automate, SharePoint, and Shifts to improve how frontline customer service technicians document damage and collaborate from the truck.

Using Microsoft Power Apps in Teams, supervisor Robert Autry built low-code solutions (the “damage app,” inventory scanner, PPE tracker, and an expense-approval app) tied to Power Automate and SharePoint. More than 1,000 CSTs across eight states now use the damage app to upload complete reports in about five minutes—saving supervisors many driving hours each week—while Teams audio/meetings and automated notifications speed expert collaboration and faster customer restores. Microsoft Power Apps helped CenturyLink standardize data, cut administrative time, and improve field responsiveness.

CenturyLink

Joseph Hyde

Customer Service Technician