Case Study: Firesafe achieves a 360° customer view and scalable digital customer service with Microsoft Power Apps

Firesafe - Customer Case Study

Firesafe, a Nordic market leader in passive fire protection, was growing rapidly by acquisition but struggled with fragmented systems and manual processes that blocked information sharing, cross‑selling, and efficient customer service. To accelerate digital transformation and create a 360° customer view, Firesafe turned to Microsoft Power Apps (alongside Dynamics 365 Customer Service and Sales and Microsoft Dataverse) to address fragmented data, the lack of a ticketing system in Sweden, and low operational scalability.

Using Microsoft Power Apps as part of a Dynamics 365 implementation, Firesafe deployed Customer Service with ticketing, dual‑write Dataverse integration to Finance and Operations, a Power Apps document app and portal (with Azure AD B2C), and Customer Voice in an agile rollout from November 2021 to March 2022 and beyond. The new platform gave immediate visibility into cases and baseline response times, boosted agent efficiency via instant access to orders/invoices/documents, enabled Teams integration, and set the stage for a projected 250% increase in cross‑sell and upsell revenue once Dynamics 365 Sales is fully rolled out — all delivered with iterative releases and measurable KPIs.

Firesafe

Petter A. Vangstein

Chief Digital Officer