20
business units and functions supported
09
request types on one framework
11
platform capabilities, from dynamic forms to KPI matrix
Email + Teams
approvals and SLA escalations
- Executive summary
One front door for procurement and shared-service requests
A diversified enterprise group needed a single, centralized way to manage procurement, vendor management, insurance, banking-related requests, asset disposal and workforce-related processes across many business units.
DynaTech built a procurement shared services portal on the Microsoft Power Platform, integrated with Dynamics 365 Finance & Operations. Requests follow a configurable hierarchy — business unit, request type, sub-request type, dynamic form, approval matrix, SLA and assignment rules — so the same framework serves very different business needs.
Dynamics 365 shared services capabilities such as dynamic request forms, delegation of authority approvals, Teams-based actions and embedded Power BI reporting give the shared services team speed, control and visibility.
Procurement-related requests needed one governed, auditable route
Procurement and shared-service requests — from vendor onboarding and e-auctions to insurance sourcing, asset disposal and external hires — span many business units, each with its own approvers and rules.
The group needed every request to follow a structured delegation of authority (DOA) process, with correct routing, review and approval, measurable turnaround times and an accurate link to the ERP vendor master.
Pain points
Many request types, many rules
Each business unit and request type needed its own form, approvers and SLA.
Approval delays
Approvers needed a faster way to act, including while on leave or travelling.
Limited performance visibility
Shared services leadership needed KPIs on volumes, breaches, workload and turnaround.
ERP data accuracy
Vendor creation and amendments had to stay in sync with D365 F&O without manual rework.
Target KPIs & goals
- Offer self-service request creation with forms that adapt to the request type
- Route every request through a configurable DOA approval matrix
- Enforce SLAs with automatic reminders and escalations
- Integrate with D365 F&O for accurate vendor and lookup data
- Provide real-time KPIs on volume, breaches, workload and turnaround
A configurable portal with dynamic request forms and DOA approvals
The portal automates workflows, approvals and communication for the shared services team. Dynamic request forms show users only the fields relevant to the selected request type, with conditional logic, mandatory validations and section-based grouping.
A fully dynamic delegation of authority workflow reads the DOA matrix to identify approvers for each request type — shared services team, category manager, compliance or business heads.
What we delivered
01
Dynamic request forms
Self-service forms generated from master setup, with conditional visibility and validations.
02
Dynamic DOA approvals
Multiple configurable approval levels per request type, driven by the approval matrix.
03
Automated notifications
Emails at creation, reassignment, approval, rejection and closure, with direct links and SLA reminders.
04
Microsoft Teams adaptive card approvals
Approve, reject or reassign directly in Teams without logging into the portal.
05
SLA monitoring and escalation
Timers start at creation and track aging; escalation alerts by email and Teams; configurable from CRM and the admin portal.
06
D365 F&O integration
Vendor creation, amendments and classification data synchronized through Dual Write.
07
Temporary delegation
Approvers delegate to another user for a date range so no request is delayed.
08
Admin control panel & reassignment
Administrators manage request types, priorities and reassignments, with a full audit log.
09
Power BI procurement dashboards
Embedded reports on request volume, SLA breaches, team workload and department performance.
10
Team performance matrix
Cases handled and average approval time measured continuously.
Key technologies & integrations
- Dynamics 365 CE / Dataverse
- Dynamics 365 F&O
- Dual Write
- Power Automate
- Power BI
- Microsoft Teams (Adaptive Cards)
- Email notifications
- Admin portal
A request framework from business unit to assignment rules
Every request flows through the same configurable hierarchy, then into notifications, integration and analytics.
Simplified request framework and integration view.
Business-analyst-led delivery from workshops to post-go-live enhancements
The source documentation does not give a duration, so this section shows the delivery approach rather than a calendar.
01
Requirement gathering & workshops
Stakeholder workshops and process mapping across business units.
02
User stories & approval matrix design
User stories with acceptance criteria and design of the DOA approval matrix.
03
Solution design
SDD and technical design documentation.
04
UAT coordination & deployment
Business UAT and deployment support.
05
Post-go-live enhancements
Continued improvements after launch.
Control, speed and visibility for the shared services team
The source document describes capabilities rather than measured results. The benefits below follow directly from the delivered features.
No quantified results were provided for this engagement; add post-go-live metrics (volumes, turnaround times, SLA compliance) before publication.
20
Business units and functions
Served by one configurable request framework.
09
Request types
Handled through dynamic forms and DOA approval matrices.
Email + Teams
Approvals and escalations
Approvers act where they already work.
Real-time
SLA and KPI reporting
Embedded Power BI dashboards for leadership.
Tangible Benefits
- Fewer errors and complete data through dynamic forms and validations
- Faster decisions with Teams actions and automatic delegation
- Accurate vendor master through Dual Write synchronization
- Timely processing through SLA reminders and escalations
Intangible Benefits
- Consistent, auditable governance across business units
- Clear accountability through reassignment audit logs
- Visible team performance for continuous improvement
- A scalable framework for new request types
Project At a Glance
-
Industry
Diversified enterprise group — shared services and procurement
-
Region
Middle East
-
Scope
20 business units and functions, from corporate and construction to foods, properties and mobility
-
Request types
Vendor onboarding, vendor management, purchases, e-auction, matrix approval, rate card, scrap sales and fleet disposal, insurance, external hire
-
Platform
Power Platform portal integrated with Dynamics 365 F&O via Dual Write
Centralize procurement requests on Dynamics 365
Talk to DynaTech about a procurement shared services portal with configurable workflows, DOA approvals and live SLA dashboards.
