Case Study: Patterson Companies achieves 87% reduction in returns and faster call-center processes with Microsoft Power Apps

Microsoft Power Platform transforms engagement center process to deliver faster impact for animal health

Patterson faced time-intensive, inconsistent request and returns processes in its Companion Animal Health Division that drove SKU proliferation, dead stock, inflated inventory and high write-offs. To rapidly modernize call-center workflows and reporting, Patterson turned to Microsoft Power Apps (with Power Automate and Power BI) to move manual, email-driven approvals and tracking into low-code apps and dashboards.

Using Microsoft Power Apps, Patterson built a suite called Patterson Connects — including a New Item request app and a Returns Approval App — with approvals automated via Power Automate and insights surfaced in Power BI. The solution was deployed quickly and delivered measurable impact: an 87% reduction in returns/write-offs, 1,300+ users with 200+ daily logins and 105,000+ transactions, roughly one hour saved per CSR per day, a 20% sales increase without added headcount, and lower inventory and supply‑chain costs.

Patterson

Melody Alford

Vice President of Supply Chain Sourcing