Empowering a UK Mobility Solutions Provider with a Seamless Compatibility Portal Using Microsoft Power Platform 

Customer Overview

A UK-based mobility solutions provider specialising in vehicle adaptations for individuals with mobility needs wanted to improve how customers check product compatibility, submit enquiries, and receive support. As customer expectations shifted towards faster digital services, the organisation identified the need for a modern, user-friendly platform that could streamline the enquiry journey and reduce manual effort. To meet these demands, the company partnered with Mercurius IT to build a secure, responsive portal powered by Microsoft Power Platform. 

Business Challenges

The existing enquiry and compatibility check process involved manual communication, third-party data inputs, and duplicated effort across teams. Key challenges included: 

• Quick and Accurate Compatibility Checks 
  Customers needed an easy way to confirm whether a vehicle adaptation product would work with their specific vehicle. Manual checks caused delays and increased support team workloads. 
• Self-Service Portal Expectations 
  Users wanted to explore products, enter their vehicle details, and receive immediate compatibility feedback without emailing or calling customer support. 
• Error-Free Data Entry 
  The manual entry of vehicle registration and postcode information introduced avoidable errors. Customers expected accurate, automated inputs backed by trusted data sources. 
• Slow Enquiry Handling 
  There was a clear need to improve the turnaround time after enquiries were submitted. Manual data transfer and the lack of CRM integration slowed responses and lead generation. 
• Lack of Communication Consistency 
  Follow-up messaging about compatibility outcomes lacked structure. Customers also needed a simple way to share contact details for further communication. 
• Website and Mobile Compatibility 
  The solution had to match the existing website’s design and deliver a consistent, optimised experience across all devices and browsers. 

The Solution

Mercurius IT delivered a robust and customer-focused digital solution by combining Power Pages, Power Automate, and CRM integration. The key components included: 

• Design and Configuration
  A responsive Power Pages portal was built with a tile-based interface to help users select their product, enter vehicle data, and view compatibility results. The design aligned seamlessly with the existing brand look and feel. 
• Implementation and Integration
  External vehicle registration APIs and postcode lookup services were integrated through Power Automate to automatically retrieve accurate data. This eliminated the need for manual input while ensuring information quality. 
• Validation and Testing
  Extensive testing was carried out across multiple devices and browsers to ensure compatibility, smooth navigation, and accurate form validation. Automated CRM lead generation was tested for seamless transitions between steps. 
• Flexible Implementation Model
  Using the Microsoft Sure Step methodology, the implementation followed a phased rollout approach, helping to minimise risk and maintain momentum. 
• Requirements Gathering and Analysis
  The Mercurius team ran detailed workshops with key stakeholders to document business needs, system requirements, and the ideal customer journey. 
• Documentation
  Technical and functional documentation was delivered covering portal architecture, user flows, CRM workflows, and integration logic. This enabled long-term maintainability. 
• Biweekly Agile Meetings
  Regular update meetings were held to review progress, capture feedback, and adjust priorities. This helped ensure transparency and kept all stakeholders aligned. 

Results and Benefits

The final solution delivered significant improvements in both customer experience and operational efficiency: 

• Improved Customer Experience 
  Customers can now complete product compatibility checks instantly and submit enquiries through a guided, self-service portal. 
• Faster Enquiry Handling 
  CRM integration enables automated lead capture, which reduces manual effort and accelerates response times. 
• Reduced Data Entry Errors 
  API-driven vehicle and postcode lookups ensure that data is correct and complete, improving the quality of submissions. 
• Seamless Website Integration 
  The embedded portal is fully aligned with the organisation’s website, ensuring a consistent brand experience across devices. 
• Clear Step-by-Step Journey 
  The new guided form process supports users from start to finish, simplifying complex tasks and reducing friction. 

Why Choose Mercurius IT?

Mercurius IT brings a proven track record in implementing Microsoft Power Platform solutions with a strong focus on customer-centric design, scalable architecture, and outcome-based delivery. For this organisation, this meant going beyond basic portal functionality to deliver a seamless, end-to-end solution that improves operational agility while keeping the customer experience front and centre. 

By choosing Mercurius IT, the organisation gained a trusted technology partner committed to delivering impact through expertise, collaboration, and the power of automation.