The automation was done based on Microsoft Flow, Teams chatbot and SharePoint Online as a storage. Earlier, an employee would call or write an email to an office manager providing all the details for the pass. As there were many requests every day, it was taking a substantial part of the administrator’s working time. Besides, it took up to a whole day of employee to get the result. Now, he merely sends a brief message request to the chatbot and later gets a final approval.

The whole process looks like:

1. Employees that need a pass, contact the chatbot. In a quick and simple conversation, they provide all the details required to create the pass.
2. Wait for approval step of the process. A responsible office manager receives a notification in the bot and by email. The manager can see the information and choose to approve or to reject the pass creation.
3. If the manager approves the request, the flow continues to run. The data gets into a pre-created Word template and is being added to the relevant fields. The new Word document is then created and saved.
4. Once the document is ready, a requestor gets a chat message informing him about the approval along with a link to access the document.

• Pass request processing and issuing time reduced from 4-5 hours on average to 20-30 min
• An office manager got 2-3 hours daily freed due to this process automation