ECG Group
40% faster ticket resolution
Softree built retrieval-augmented copilots with entitlement-aware SharePoint indexes, human-in-the-loop escalation, and weekly knowledge gap reports for ECG's 1,200+ agents.
Project overview
ECG Group
Softree built retrieval-augmented copilots with entitlement-aware SharePoint indexes, human-in-the-loop escalation, and weekly knowledge gap reports for ECG's 1,200+ agents.
The Client Challenge
Support teams re-answered the same policy questions while early M365 pilots lacked grounding — creating compliance risk when models hallucinated.
Ungrounded pilots
Early bots answered confidently without sources — unacceptable for regulated workflows.
Permission blind spots
Indexes ignored Graph entitlements, risking over-exposure of restricted libraries.
Shadow automation
A dozen unsanctioned bots created conflicting answers and audit gaps.
Solution overview
How we delivered
We indexed approved SharePoint libraries with Graph-scoped permissions, ran red-team evaluation harnesses, and wired escalation to existing ITSM queues.
Microsoft Copilot Studio
Integrated Microsoft Copilot Studio layer in the enterprise architecture.
Azure OpenAI
Integrated Azure OpenAI layer in the enterprise architecture.
SharePoint
Integrated SharePoint layer in the enterprise architecture.
Microsoft Graph
Integrated Microsoft Graph layer in the enterprise architecture.
What we built
What We Delivered
Retrieval pipeline
Permission-aware SharePoint indexes with chunk metadata.
Evaluation harness
Red-team prompts and citation accuracy benchmarks.
Copilot Studio agents
Tier-1 deflection with ITSM handoff.
Feedback loop
In-product thumbs and weekly gap reports for content ops.
Visual proof
What we shipped
ECG runs copilots with cited answers, regional data residency, and a feedback loop that feeds knowledge managers every Monday.
Operations analytics
Results
Results & Business Impact
Deflection rate
CSAT (copilot)
Shadow bots retired
Weekly
Knowledge gaps surfaced
| Metric | Before | After |
|---|---|---|
| Tier-1 resolution | 18h median | 11h median |
| Cited answers | 0% | 100% in production |
| Sanctioned bots | 12 shadow | 1 governed program |
Reference tech stack
Microsoft Power Platform ecosystem
Governed low-code components integrated with Azure — built for enterprise scale and plant-floor reliability.
Microsoft Copilot Studio
Enterprise integration layer
Azure OpenAI
Enterprise integration layer
SharePoint
Enterprise integration layer
Microsoft Graph
Enterprise integration layer
Power Automate
Enterprise integration layer
“Overall, we are satisfied with our collaboration in the past and your last action really makes a difference.”
Arkady Fedorovtsjev
IT Director · ECG Group · Netherlands
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Frequently Asked Questions.
How long does a Power Platform manufacturing rollout typically take?
Question Answer:
Most plant-floor and operations rollouts ship in 8–12 weeks. We start with a scoped MVP on one line or facility, validate adoption with floor teams, then expand to additional plants with reusable Dataverse schemas and Power Automate templates.
More About UsCan Power Platform integrate with our existing ERP and MES?
Question Answer:
Yes. We design a governed integration layer — Power Automate connectors, Azure API Management, and event-driven flows — so Power Apps read and write operational data without replacing ERP or MES investments.
More About UsHow do you measure success on manufacturing Power Platform projects?
Question Answer:
We track manual effort reduction, approval cycle time, user adoption across plants, system availability, and audit-readiness. This case study highlights 75% less manual work, 60% faster approvals, and 500+ employees on the platform.
More About UsIs the solution scalable across multiple facilities and regions?
Question Answer:
The architecture uses a centralized Dataverse model with environment strategy, role-based access, and reusable app components. New plants inherit the same governed templates while localizing workflows where regulations or processes differ.
More About UsCan Softree build a similar solution for our operations?
Question Answer:
Absolutely. We specialize in manufacturing Power Platform programs — from discovery and architecture through deployment and change management. Schedule a consultation and we will map a fixed-scope plan based on your plants, systems, and compliance requirements.
More About UsBuild faster with a reliable offshore engineering partner.
Partner with Softree to accelerate product delivery, modernize enterprise systems, and scale with confidence.
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