Mobilezone has transformed its productivity with Microsoft Copilot Studio agents, addressing two critical pain points in its operations. On the retail side, the company struggled with reactive support for its 183 point-of-sale (POS) devices across 125 stores. Field Support Engineer Marino Kneringer and his small team faced challenges in diagnosing errors and resolving issues before they disrupted transactions. The lack of proactive oversight meant problems often surfaced after they had already impacted customers.
On the B2B side, employees spent valuable time manually transferring information from sales orders into the ERP system, a repetitive task that slowed down operations. Despite these different challenges, mobilezone recognized a common need: better visibility into physical devices and controlled automation for business documents.
To solve these issues, mobilezone deployed three distinct agents using Copilot Studio. The Store Monitoring Agent, adapted from a prebuilt solution, was implemented in just three weeks. This agent collects logs from every POS device running on Dynamics 365 Commerce and processes them to provide daily updates in Microsoft Teams. Each morning at 7:00 AM, the agent highlights devices with the highest error volumes, allowing support specialists to investigate issues before stores open at 9:00 AM.
The automation has significantly improved the support process, enabling Kneringer to address problems proactively. As he explained, 'I start at 7:00 in the morning, while the stores open at 9:00. I query all the issues that happened overnight and resolve them before the stores open.' This shift from reactive to proactive support has enhanced efficiency and reduced business risks.