Case Studies

The client is a growing software services firm that delivers and supports applications for several long-term customers in government, professional services and hospitality. Its project managers run many engagements at once. Each customer shares feedback, requirements and test results in its own preferred tool, from Slack channels and shared OneNote notebooks to email, Microsoft Teams and Azure DevOps pull requests.

Challenges

Every morning, project managers searched each source by hand to work out what still needed their team's attention. In shared notebooks, customer comments and replies sat several levels deep, often unsigned, so answered and unanswered points looked the same. Slack thread replies were easily missed. Each action point then had to be retyped into the firm's task board, and task status often fell out of step with what had actually been sent to customers.

Solutions

Rheal built an AI assistant on Claude, Anthropic's AI model, that connects to Microsoft 365, Slack and the project manager's PC. With one "refresh" instruction it reads every feedback source and keeps only the points that still need the team to act. It then groups them by project and publishes a live dashboard.

The same instruction syncs the results to the client's task board through its API. Every item a customer still needs to act on stays off the action lists, and nothing is posted to a customer without the project manager's approval.

Key Features of the Solution

• Unified Action Dashboard: One column per project, with a card for each work item or notebook page that lists every open action point.
• Comment Chain View: Each card opens the full colour-coded conversation, so reviewers see who asked what and what has already been answered.
• Notebook Change Tracking: A scheduled helper exports recent OneNote changes, and the AI treats a later team reply as having answered the point above it.
• Chat and Inbox Triage: Slack threads, active Inbox items, Teams mentions and pull-request review requests are turned into cards grouped by work item.
• One-Click Copy: A card's action points can be pasted straight into a chat, an email or a stand-up note.
• Task Board Sync: Each card becomes a task, with sub-points as checklist items and the detailed comments in its notes. Existing assignees and dates are kept.
• Status Housekeeping: Once a response has gone to the customer, tasks move to Waiting on Client or Closed, with a note of what was sent.
• Customer Updates in Teams: With the project manager's approval, pending items are posted page by page with colour-coded comment tables.

The Result

Rheal's solution replaced the client's daily manual sweep across five feedback sources with a single instruction. Project managers now start each day with a single current view of what their team owes each customer, backed by a task board that stays in step with it. As a result, nothing falls through the cracks and customers get faster, more consistent responses.