We want to ensure we’re doing everything we can to provide the best service we can to our customers, so we’re always looking for new things we can implement to do this. Recently we saw that when we were getting support requests that were out of office hours – they wouldn’t be seen until the next available day/time.

This may not be the end of the world, but we understand that not everyone’s business runs at the exact hours we do, so why shouldn’t they get their issues fixed ASAP even if it’s out of our usual business hours.

So, what have we done to fix this?

We came up with a solution that sends our support team an automated SMS message once any case has been created that is out of office hours and on weekends & holidays. This ensures that we are always informed as soon as any cases are created and our support teams can immediately get working on fixing any issues that have arisen.

How does it work?

The solution utilises Microsoft Flow to trigger a workflow from our Dynamics CRM data (what we use for recording our support cases) when a new case is created in out-of-hours. The workflow then signals communications platform Twilio to send our support team an SMS with the case number and customer details.

What is Twilio?

Twilio is a California based cloud communication platform who provide easy-to-use, low code APIs for SMS, Voice, WhatsApp & other communication methods. Inside the platform you can track and manage the messages that are sent and received, with the tiny standard SMS charge of $0.01.

How else can it be used?

This solution is very useful for us as it gets us to further improve our support system, but we imagine you may be thinking – can this be applied for different scenarios?


Well yes, it definitely can.


We can edit the workflow to be applied to a variety of business processes or also utilise WhatsApp messaging to ensure we fit your requirements perfectly.  So, i f you feel like you could benefit from a solution that sends automated SMS notifications to you – then please contact us and we can get a better understanding of your requirements, we are more than happy to help.

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