How B. Braun organized 190,000 records and gained agility in after-sales with Smart Consulting's low-code solutions
For companies with a high volume of clients and critical processes, like B. Braun, after-sales must be more than functional: it needs to be efficient, scalable, and reliable. And when it comes to healthcare, responsiveness and process control make all the difference.
That’s exactly what B. Braun achieved by transforming its support and service operations with low-code technology based on the Power Platform, implemented by Smart Consulting.
The challenge: inefficient management and manual processes
Present in 64 countries and with over 55,000 employees, B. Braun manufactures and distributes medical and pharmaceutical equipment for hospitals, clinics, and homecare. However, its after-sales service was still handled via email, making it difficult to:
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Track the history of requests
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Identify demand peaks
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Generate consolidated reports
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Meet SLAs with predictability
According to Fátima Ferreira, Business Efficiency Specialist at the company, this caused delays in customer communication and prevented a structured view of the requests.
“Whenever we needed to check the history of customer requests, we spent a considerable amount of time searching through our emails. This resulted in delayed responses.”
The solution: centralization and automation with Power Platform
To transform this scenario, B. Braun partnered with Smart Consulting, a Microsoft partner already involved in previous projects with the company. The challenge was clear: build a system capable of handling thousands of weekly requests and ensuring full traceability.
The solution was developed around three pillars:
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Power Apps (Canvas App): creation of a portal for centralized request control and service history
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SharePoint Lists: structured and integrated database, with bulk record uploads via Excel
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Power Automate: email automation, status control, and SLA tracking
The project was executed over six months, including AS-IS/TO-BE mapping, development, testing, and training phases.
Achieved results
After go-live, B. Braun began operating with a base of 190,000 organized records and saw clear improvements:
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Reduced time to search for customer tickets
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SLA management by category and real-time control
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Structured reports with reliable data for decision-making
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Macro view of requests and better team sizing
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Faster customer response and improved brand perception
“We rely on Smart to propose new solutions and operational efficiency tools. The new technology has already brought us significant gains,” emphasizes Fátima.
With the results achieved, B. Braun is already exploring new automation opportunities using low-code technology in other areas of its operations.
Smart Consulting’s role
Smart Consulting specializes in low-code/no-code solutions with Power Platform, delivering custom projects for companies that need to scale processes without losing control or security.
In the healthcare sector, where compliance, response time, and traceability are essential, our data- and results-driven approach proved decisive for B. Braun.
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