Luxury Retailer Uses Power Platform to Modernize their Incident Reporting Process

A globally renowned luxury retail brand relied heavily on Excel for its incident reporting process, which is fundamental to maintaining store safety and customer service standards. Excel is versatile, but for a complex, multi-step process like incident reporting in a dynamic retail environment, it created several problems.

• Scalability issues: as the brand expanded, the Excel-based process became cumbersome and failed to scale with its growth
• Inefficiencies: in-store incidents were reported by text message, email, and other disconnected channels, manual data entry led to errors, and consolidating data across stores was time-consuming
• No real-time insight: with data spread across different sheets, real-time analysis was nearly impossible, delaying responses to critical incidents
• No mobile solution: store workers couldn't update incident reports on the go, causing lags and potential inaccuracies

The brand approached Kumo Partners to move incident reporting onto a comprehensive Power Platform solution, designed with four distinct components:

• Store worker mobile incident reporting app (Power Apps): employees report incidents directly from the shop floor on a mobile device, with images, location details, and descriptions captured at the source.
• Office incident tracking & administration app (Power Apps): the administrative counterpart for office staff to track, categorize, and resolve the incidents store workers report.
• Automated incident report workflow (Power Automate): when an incident is logged, a detailed PDF report is generated instantly and emailed to the administrative team so they can review and act promptly.
• Executive incident dashboard (Power BI): compiles all incident data into an interactive report with a bird's-eye view of product loss and recovery trends, so leadership can spot patterns and prioritize action.

Incident data now flows from the shop floor to the office to the executive team in one connected system, giving the brand better control, minimized losses, and a faster, more responsive retail environment.

• 43% return on investment
• Over 7 hours per week saved per store
• Automated alerts to store employees
• User-friendly applications built for each role