An organization’s e-fax service required employees to construct emails using exact subject, body, and telephone-number formatting. Diverse Technology replaced that instruction-heavy process with a simple form embedded directly in Microsoft Teams.
The client’s identity and certain identifying details have been withheld to protect confidentiality.
Client
An organization whose employees regularly needed to send documents by fax while working primarily within Microsoft Teams and Microsoft 365.
Challenge
The client’s e-fax service accepted outgoing faxes through an email gateway. For a fax to be processed correctly, employees had to follow precise instructions for formatting the destination number, email subject, message body, and attachments.
Employees frequently had to locate the instructions before sending a fax, and small formatting mistakes could result in delays, failed submissions, and repeated work.
The client wanted to retain its existing e-fax service while making the process easier and more dependable for employees.
Approach
Rather than requiring employees to become experts in the fax provider’s email syntax, Diverse Technology moved that complexity behind a simple interface.
The new process asked employees only for the information they already understood:
- The destination fax number
- The document to send
- An optional cover page
Embedding the form in Microsoft Teams kept the process inside an application employees already used throughout the day.
Solution
Diverse Technology created a form in Microsoft Teams connected to an automated Microsoft 365 workflow.
For each submission, the workflow:
- Collected the document and optional cover page
- Normalized the destination fax number
- Generated the exact subject and message formatting required by the e-fax provider
- Attached the submitted documents in the appropriate order
- Sent the completed email to the fax gateway
- Used a centrally managed service account for delivery
Employees did not need access to the service account, manage its credentials, or understand the email-based integration operating behind the form.
Results
The completed workflow:
- Replaced a multi-step, instruction-driven process with a simple form
- Eliminated the need for employees to memorize vendor-specific formatting
- Standardized fax numbers, message content, and attachments
- Reduced preventable errors and repeated work
- Kept the entire employee-facing process within Microsoft Teams
- Centralized delivery through a managed account without distributing account access
The underlying e-fax platform did not need to be replaced. By moving its technical requirements into automation, the client gained a simpler and more consistent process using technology it already owned.
