Taking a global skilling pipeline from 15 to 150+ organisations
Inside Microsoft's social impact skilling team, we automated the pipeline that takes a customer from first sales contact to a skilling practitioner working with them. A manual process became a tracked one, with live status at every stage.
Microsoft
2025
Solutions
Embedded, ongoing
Engagement capacity grew from 15 to more than 150 organisations in under five months
Microsoft's Tech for Social Impact team runs AI skilling for United Nations agencies and nonprofits worldwide.
The situation
The team's skilling engagements were growing faster than the manual process behind them. Every new customer meant hand carried intake, ad hoc routing to practitioners, back and forth scheduling and no single view of where anything stood. The pipeline itself had become the limit on how many engagements the team could take on.
What we did
Build the system
Traced the pipeline as it was
We sat inside the team's workflow and followed every handoff, from first sales contact to a customer paired with the right practitioner. That showed where things stalled: requests waiting for someone to notice them, context lost between stages and no record of what was in flight.
Automated intake and routing
Power Automate now runs the intake. Incoming customers are captured, qualified and routed to the right practitioner, with the context that practitioner needs attached to the customer record.
Took over the scheduling
The flows create the meetings and the invitations between customers and the team, removing the manual scheduling that had been adding days to each engagement.
Put the whole pipeline on one screen
Every engagement is tracked live from intake to active skilling, giving the team and its leadership one shared view for capacity planning.
Outcomes
What the client was left with
- Engagement capacity grew from 15 to 150+ organisations in under five months
- The handoff from sales to skilling is automated, with customers routed to the right practitioner
- Meetings and invitations between customers and the team are scheduled automatically
- The pipeline is tracked live from intake to active skilling
Power Automate, Power Platform, Microsoft 365, Power BI
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