Unified Employee Service Hub (HR + IT + Admin)

The client had grown quickly across regions. HR, IT and Admin were all receiving requests, but each function had its own channel and spreadsheet.

• HR requests via email threads and shared inboxes.
• IT tickets partly in a legacy tool, partly in Teams chat.
• Admin / Facilities issues on WhatsApp groups and spreadsheets.
• No consistent SLA commitments or tracking across functions.
• Employees had no idea where to raise “simple” requests.

For leadership, it was impossible to answer: “Where are we dropping the ball for employees?”

Sapnity was brought in to design a unified, employee-first hub that would:

• Create one front door for all employee services (HR + IT + Admin).
• Standardize the lifecycle: Request → Triage → Fulfil → Close → Feedback.
• Automate SLAs, reminders and escalations per service line.
• Embed knowledge articles and FAQs to deflect basic questions.
• Give HR and IT real-time insights into demand and bottlenecks.

Before Sapnity, the “helpdesk” was essentially a collection of inboxes and side conversations:

• Employees raised HR questions in email, Teams, and sometimes directly over phone.
• IT support issues were split between a legacy tool and informal chats.
• Admin / Facilities tickets had no tracking — only “Did you see my email?” follow-ups.
• Managers had no single view of pending requests per team or location.
• Duplicate effort was common when employees escalated the same issue through multiple channels.

Sapnity replaced siloed channels with a single hub, designed as an architecture pattern instead of a single app. Employees now experience one entry point; HR, IT and Admin each see a governed workspace.

This pattern is now reused for other internal service lines like Finance Shared Services and Procurement helpdesk with minimal changes.

Phase 1 — Discovery & Service Blueprint

• Ran workshops with HR, IT and Admin teams to map their top 30 request types.
• Clustered them into service catalogs: onboarding, access, assets, travel, facilities, policies.
• Documented existing response expectations vs. actual performance.

Phase 2 — Unified Data & Request Model

• Designed a single Dataverse schema for “Case”, “Service Line”, “Category” and “SLA profile”.
• Added child entities for conversation history, attachments, and approvals.
• Mapped employee data via Azure AD and HR system integration.

Phase 3 — Employee & Agent Apps

• Built a responsive Power Apps portal and a Teams-embedded experience.
• Created workspaces for HR, IT and Admin agents with queue views and triage screens.
• Enabled quick templates for standard responses and resolution steps.

Phase 4 — Automation & Integrations

• Power Automate flows for SLAs, escalations and “no update” nudges.
• Integrations for password reset, distribution list changes and asset allocation.
• Connected knowledge articles to request categories to encourage self-service.

Phase 5 — Rollout, Feedback & Optimization

• Pilot with two regions first, then rolled out to all sites in waves.
• Embedded CSAT / NPS micro-surveys at closure to capture employee feedback.
• Monthly Service Review meetings driven by Power BI dashboards.

Instead of delivering one-off apps, Sapnity defined a pattern for all internal services:

• Every internal function becomes a “service line” with a catalog, SLAs and owners.
• Every request shares the same backbone: case, conversations, attachments, approvals.
• Channel-specific experiences (Portal, Teams, email) reuse the same Dataverse model.
• New service lines (e.g., Finance Shared Services) can be added without re-platforming.

For this client, HR/IT/Admin were only the first wave. The same pattern is now being used to evaluate vendor helpdesk, finance operations and partner support.

• Environment strategy with Dev / Test / Prod and managed solutions.
• Role-based access control for HR vs. IT vs. Admin tickets and sensitive HR data.
• Change advisory process for new request types, SLAs and integrations.
• Admin center dashboards to monitor connector usage and app performance.

This pattern ensures the hub can scale from hundreds to tens of thousands of employees without losing control or compliance.

The hub shifted the narrative internally from “Who owns this?” to “Which service line and SLA does this fall under?” — a subtle but important culture change.

• Pattern-first design: A reusable internal services pattern, not just an HR app.
• Employee experience lens: One front door for employees, clear SLAs and transparent tracking.
• Deep Microsoft 365 integration: Teams, email, AD and Power Platform used as a cohesive stack.
• Governed Dataverse model: Audit-ready with role-based access and environment strategy.
• Extendable architecture: Built to onboard new functions (Finance, Procurement, Legal) without disruption.

For this client, Sapnity transformed a noisy collection of inboxes into a measurable, improvable internal service product — one that employees now trust as the default way to get help.