INTRODUCTION

As organizations scale, so does the complexity of managing knowledge, contributors, and operations. One leading technology company faced this challenge head-on with a program designed to connect over 2,500 Subject Matter Experts (SMEs) across more than 50 internal organizations. While impactful, the program encountered growing pains in user experience, data management, and operational efficiency.

Nextant stepped in to streamline and future-proof the program, leveraging automation, user-centric design, and data insights. Here's how this collaboration transformed the contributor experience and elevated program performance.

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OVERVIEW

The client for this project was a leading technology company, which launched a program designed to connect Subject Matter Experts with more than 50 programs supported within the company’s skilling organization. The number of subject matter experts being served by the program surpassed the 2500 mark.

This program was designed not only as a connection within the field enablers but also a place where contributors were nurtured, motivated and rewarded for their help. The goal for Nextant was to optimize the operations, enhance user interaction and engagement, and support insight-driven decisions.

CHALLENGE

The Nextant team was engaged to address several inefficiencies and limitations within the program. Due to the growth of the program, there were a lot of manual and time-consuming processes for SME intake, recognition, and updates. For this, the team was lacking automation for various workflows leading to errors or delays.

There was limited data visibility and difficulty tracking program metrics, as there were various data sources that required to be password- protected to ensure compliance and following Personally Identifiable Information (PII) requirements.

From a user experience perspective, the previous challenges resulted in an inconsistent user experience. The program SharePoint had some accessibility gaps across documentation and digital resources and there was an absence of centralized, user-friendly resources like playbooks and dashboards to leverage when engaging through the program.

SOLUTION

Nextant took a comprehensive and collaborative approach by engaging in deep analysis, co-design, and hands-on implementation.  To start there were some shadowing sessions to deeply understand the processes and tools used by the program lead and support team. After the first approximation, the work was broken into key workstreams for targeted solutions.

1. Process definition and automation: At first, every important process was documented, outlining critical activities, tools, and repetitive tasks as well as the teams that collaborated on a regular basis.  Nextant identified Azure DevOps, Power Apps, Dynamics 365, Excel, and Forms as the platforms being utilized during this phase of discovery.

Platform interaction was ensured by using Microsoft Lists, Power BI, and Microsoft Power Automate to accomplish the workflow automation.  The program owners and their typical points of contact from other teams were used to validate these automations. 

By making these adjustments, the program decreased the quantity of manual processes that needed to be completed, freeing them up to concentrate on other tasks. All of the current and updated processes were documented through OneNote and Visio for process transparency, and correct visibility inside the program stakeholders.

2. Dashboards, data and insights: This workstream's primary objective was to facilitate data collecting and utilization, as it is essential to award incentives and recognition. Microsoft forms, Dynamics 365 data extraction, and over 30 distinct customer voice forms were used for data collection.

This information was collected on a password-protected Excel file that contained calculations and changes. The password security was problematic since it prevented the data from being updated, but due to PII compliance requirements, could not be removed. Updates were time consuming due to the size of the Excel file and calculating algorithms.

To overcome these issues, the team developed a Power BI dashboard that performed all calculations while guaranteeing data security. This display allowed for the direct connection of sources such as Dynamics and customer voice, enabling automatic refresh according to the rhythm of business. The program's most crucial features, including SME’s availability, awards, and demands, were shown on the dashboard.

3. Chatbot optimization: To provide timely answers, an Azure AI-powered chatbot was added to the program page. However, its responses were often inaccurate.

Nextant participated in the process to educate the AI chatbot to ensure accurate responses. Structured documentation was used to enable learning and training of AI, by making use of Frequently Asked Questions, conversation and workflows, the question logic and AI guidance capabilities were drastically improved.

4. Program compliance, accessibility & admin: The goal of this final workstream was to make sure that all program participants could access and use the content. A timeline was developed to review the procedures, tools, and information required to meet these criteria.

Following a review of SharePoint, which served as the program's infrastructure for documents and procedures, all documents were audited and updated using accessibility tools. Word documents, PowerPoint presentations, Sways, and Forms were all included.

A new Hub was developed within SharePoint, which included Playbooks that made it easier to comprehend all the program's processes in an approachable and consumable manner.

TOOLS & TECHNOLOGY STACK

Nextant leveraged a full suite of Microsoft technologies to unify and automate the client’s contributor program. Each tool played a strategic role in ensuring that processes were efficient, data was secure, and user engagement was seamless. Below is a breakdown of the tools used and how they worked together.

• Azure DevOps Used during the discovery and planning phases to manage tasks, track progress, and align technical and operational workstreams.

• Power Apps Custom applications were built to facilitate intake, updates, and requests. These apps replaced manual forms and email-based workflows with interactive digital tools.

• Dynamics 365 Served as the central data system for storing  profiles, recognition logs, and interaction history. It was a primary data source for reporting and dashboard integration.

• Microsoft Forms Used to capture structured inputs from SMEs and program stakeholders across over 30 Customer Voice forms. This allowed for scalable feedback collection and intake tracking.

• Power BI Enabled real-time data visualization and analysis. Data from Dynamics 365, Forms, and Excel was integrated into a centralized Business Insights Dashboard that automated calculations and reporting.

• SharePoint Hosted all program documentation and served as the primary user-facing platform. The redesigned Program Hub offered centralized access to updated playbooks, forms, and resources.

• Microsoft Lists Provided a flexible and collaborative way to manage SME status, approval workflows, and task tracking. These lists supported real-time updates and visibility across teams.

• Power Automate Connected the various tools and automated end-to-end workflows. It was used to move data between systems, trigger approval processes, and reduce the need for manual intervention.

• OneNote and Visio Used to document processes and create visual maps of workflows. These tools ensured clear process documentation, which supported training, transparency, and handoffs.

How These Tools Worked Together

The effectiveness of this transformation came from the way these tools were connected and orchestrated to create a seamless system:

• Microsoft Forms + Power Automate + Dynamics 365: Captured program data and automatically updated central records.

• Dynamics 365 + Power BI: Provided real-time dashboards and insights without manual data manipulation.

• Power Apps + SharePoint + Microsoft Lists: Created structured and interactive front-end experiences tied to backend logic and workflows.

• SharePoint + OneNote + Visio: Offered a centralized knowledge base with clear, visual documentation for process transparency and stakeholder training.

  
  

  By using a tightly integrated Microsoft environment, Nextant helped the client move from fragmented, manual systems to an automated, scalable framework—laying the groundwork for long-term efficiency and growth.

RESULTS AND IMPACT

• Enhanced Operational Efficiency: The automation of critical processes such as the Intake Form, Recognition Requests, and requestor updates significantly reduced manual workload and processing time, allowing the team to focus on higher-value tasks.

• Improved Data Accessibility and Insights: The development of the Business Insights Dashboard enabled real-time visibility into contributor activity and program-level metrics, empowering stakeholders and program operations with timely and actionable data for informed decision-making.

• Streamlined SME Engagement: The AI chatbot upgrade, including AI-powered request guidance and logical question flow, provided users with faster and clearer responses, improving their interaction with the Program and reducing the dependency on human intervention for common questions.

• Centralized and Transparent Documentation: The creation of playbooks and the documentation hub on SharePoint centralized all critical processes and resources, ensuring stakeholders across the organization could easily access accurate, up-to-date information.

  
  

• Increased Process Governance and Control: Through detailed process mapping, use of Power Automate, and structured tracking systems (e.g., Microsoft Lists), the program introduced better control mechanisms for approvals, updates, and reporting.

• Boosted Accessibility and Compliance: All documents (including Sways, FAQs, and presentations) were reviewed and updated to meet accessibility standards, fostering an inclusive experience for all users and aligning with client’s compliance goals.

• Empowered Program Scalability: By building automated, documented, and repeatable frameworks, the foundation was set for the Program to scale efficiently to other departments or regions without reinventing core systems. This was reflected by the integration of a similar onboarding focused program into the Program.

  
  

• Improved Stakeholder Communication: Playbooks tailored to requestors, SMEs, and external agents clarified roles, processes, and expectations, reducing friction and aligning all stakeholders around a consistent contributor journey.

  
  

  As a result, the Nextant team successfully introduced innovations and automation, fully operationalizing the program and expanding the team's capacity by the equivalent of four full-time employees for the organization.

  
  

CONCLUSION

Nextant’s holistic and strategic approach redefined how the client managed SME engagement at scale. Through automation, AI optimization, centralized documentation, and accessible design, the program not only addressed operational inefficiencies but positioned itself for long-term growth and cross-team adoption.

The results speak for themselves: a reduction in manual workloads, improved data accuracy, increased accessibility, and a scalable model ready to serve the next phase of organizational learning. What started as a support initiative became a benchmark for digital transformation in internal enablement programs.

FREQUENTLY ASKED QUESTION (FAQ)

1. What was the main goal of the program? The program aimed to connect and support Subject Matter Experts across more than 50 internal initiatives, ensuring they were recognized, engaged, and enabled with the right tools and resources.

2. Why was Nextant brought in to support this initiative? Due to growth, the program suffered from inefficiencies in SMEs intake, recognition, and data management. Nextant was tasked with optimizing operations, improving user experience, and supporting strategic decision-making.

3. What tools and platforms were used in the transformation? Key platforms included Azure DevOps, Power Apps, Dynamics 365, Microsoft Lists, Power BI, Microsoft Forms, OneNote, and SharePoint.

4. How did automation improve the program? Automation replaced many manual processes—such as recognition and intake—reducing delays, increasing accuracy, and freeing up team resources for higher-impact work.

5. What was the role of AI in the solution? An AI-powered chatbot using Azure AI was trained using structured documentation and FAQs, leading to more accurate and helpful responses for SMEs.

6. How was data security managed, especially with PII constraints? A Power BI dashboard was implemented to replace complex Excel files, offering secure, real-time data updates while complying with PII requirements.

7. What impact did the solution have on capacity and scale? The program gained the equivalent capacity of four full-time employees and is now ready to scale to new departments with repeatable, automated frameworks.

8. How did the improvements support accessibility and compliance? All documents were audited and updated to meet accessibility standards, ensuring inclusive access and alignment with the client’s compliance protocols.

9.How do you ensure stakeholder buy-in for process changes? We manage communication and change support from day one. This includes structured update emails, visual dashboards, and collaborative planning to ensure all stakeholders are informed, aligned, and confident in the process improvements.

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