{"id":1542,"date":"2026-04-17T11:32:32","date_gmt":"2026-04-17T11:32:32","guid":{"rendered":"https:\/\/cmai.nl\/good-stories\/"},"modified":"2026-06-25T12:06:55","modified_gmt":"2026-06-25T12:06:55","slug":"good-stories","status":"publish","type":"page","link":"https:\/\/cmai.nl\/en\/good-stories\/","title":{"rendered":"Case Study"},"content":{"rendered":"\n
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Case Study<\/p>\n \n

How ProRail Gains Greater Control Over Complex Decision-Making Processes with CMAI<\/h1>\n \n \n \n <\/div>\n\n <\/div>\n<\/div>\n\n
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\n Summary<\/span>\n <\/h2>\n\n

ProRail uses CMAI to make complex decision-making processes more transparent and manageable within the familiar Microsoft environment. By breaking down processes into clear phases, tasks, and cases, teams gain better control over progress, responsibilities, and changes. This enables ProRail to act more swiftly, collaborate more effectively, and continue improving processes more independently. <\/p>\n<\/div>\n \n <\/div>\n <\/div>\n<\/div>\n\n

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Manageable process digitization within the familiar Microsoft environment<\/h2>\n

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ProRail works every day to ensure a safe and reliable railroad. To maintain that, processes must be clear, manageable and easy to steer. In an organization with multiple departments and systems, complexity and fragmentation in processes, information and responsibilities quickly arise. <\/p>\n

Therefore, a digital basis is needed that provides overview and moves with changes. Without that foundation, adjusting processes takes unnecessary time, creates ambiguity about responsibilities and increases the risk of errors. <\/p>\n

With CMAI, ProRail has opted for a solution that connects seamlessly to the familiar Microsoft environment and immediately gives more grip on processes. This allows teams to switch faster, collaborate better and keep an overview, even when processes change. <\/p>\n

The result is a way of working that is better aligned with employees’ daily practices and helps organizations maintain control in an increasingly complex environment.<\/p>\n<\/div>\n\n \n <\/div>\n <\/div>\n\n

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Why did ProRail choose CMAI?<\/h2>\n

Within ProRail, several processes were already running on a <\/span>legacy<\/span> platform. At the same time, a desire arose to move away from this. Important reasons were the licensing costs, the Microsoft-first strategy and the need for a solution that was more compatible with the existing Microsoft environment. In addition, modifying processes was relatively time-consuming and required specific knowledge that was not widely available. <\/span><\/span> <\/span><\/p>\n

The collaboration with Indocs was obvious. Indocs had previously set up the existing landscape and knew both the processes and the organization well. This allowed a focused look at how existing solutions could be redesigned within the Power Platform and CMAI, without starting from scratch. <\/span> <\/span><\/p>\n

The goal was clear: more control over processes and less dependence on specialized knowledge. In the old situation, a lot of knowledge lay with a limited number of people, which delayed the implementation of changes and created risks. <\/span> <\/span><\/p>\n

Redesigning processes within CMAI has created an environment in which adjustments can be made more quickly and in which employees themselves are given more direction. This creates a more flexible way of working that better matches the dynamics of the organization. <\/span> <\/span><\/p>\n\n \n\n \n <\/div>\n <\/div>\n\n <\/div>\n\n \n<\/div>\n

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Digitizing and redesigning decision-making processes<\/h2>\n

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An important example within the collaboration is the decision-making process internally called Kernflow. In the old situation, this process was set up as one large and complex whole that had to be adjusted regularly due to changes in regulations and internal working methods. As a result, implementing changes took a lot of time and it was difficult to keep the process organized and manageable. <\/span> <\/span><\/p>\n

Together with ProRail, this process was redesigned as a case-driven process within CMAI<\/a>. By working with clear templates and separate process phases, the decision-making process has been broken down into smaller and more manageable parts. As a result, the set-up better matches how employees work in practice. <\/span> <\/span><\/p>\n

Users start their work from an overview of ongoing cases or their personal task list. They immediately see which actions are needed and in which phase a process is located. The timeline of a case provides insight into the progress and history of decision-making, allowing processes to be actively monitored and adjusted. <\/span> <\/span><\/p>\n<\/div>\n\n \n <\/div>\n <\/div>\n\n

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Relevant data and documentation are recorded via forms within the Dynamics environment to which CMAI connects. Because these are linked to specific process steps, a consistent working method is created. Information is centrally available and easily accessed by teams involved. <\/span> <\/span><\/p>\n

When a step is completed, it is immediately visible to all involved. This creates more transparency and better coordination between teams. Bottlenecks are recognized faster, reducing delays in projects. <\/span> <\/span><\/p>\n

The modular design makes it possible to adapt parts of processes in a targeted way without redesigning everything. This supports a flexible way of working in line with organizational dynamics and changing requirements. <\/span> <\/span><\/p>\n

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“CMAI is the ideal starting point for organizations looking to quickly and manageably achieve complex approval processes on the Power Platform.” <\/em><\/div>\n
Jolanda van Kalmthout, Functional Application Administrator & Astrid Verhoef, Power Platform Developer<\/strong><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n \n <\/div>\n <\/div>\n\n
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Phased design of multiple processes<\/h2>\n

After the initial analysis, work began on setting up Kernflow. As this process moved toward production, work was done in parallel on the authorization process. Shortly thereafter the dispensation process followed, which in parts closely parallels authorization. At the same time, more ownership was created internally because a ProRail employee started working on the process for those entitled to change. <\/span> <\/span><\/p>\n

This phased approach made it possible to determine the best setup for each process and how it fit with daily operations. Changes could be implemented in a controlled manner without disrupting operations. <\/span> <\/span><\/p>\n

An important result is that ProRail has gained more control over processes and has become less dependent on specialist knowledge. Where knowledge previously lay with a limited number of people, teams can now adjust and improve processes themselves. <\/span> <\/span><\/p>\n

Within CMAI, employees configure parts of processes themselves. This creates more independence and allows changes to be implemented faster, without dependence on external parties. <\/span> <\/span><\/p>\n\n \n\n \n <\/div>\n <\/div>\n\n <\/div>\n\n

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Cooperation toward the future<\/h2>\n

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After the initial implementations, ProRail continues to work with Indocs on further improvements and extensions. There is a multi-year agreement and a clear roadmap with optimizations and new applications. <\/span> <\/span><\/p>\n

The accumulated knowledge enables a faster response to new issues. At the same time, ProRail’s independence within the platform is growing, allowing teams to further develop processes themselves more and more effectively. <\/span> <\/span><\/p>\n

CMAI thus forms the basis for a working method in which overview and direction are central and in which processes can be continuously improved within the existing Microsoft environment.<\/span> <\/span><\/p>\n

For organizations working with complex processes, this collaboration shows what is possible: more control, faster switching and less dependence on specialized knowledge.<\/span> <\/span><\/p>\n

Discover what CMAI can do for your organization. Schedule a demo and get insight into how to get more control over processes within your organization. <\/span> <\/span><\/p>\n<\/div>\n\n \n <\/div>\n <\/div>\n\n

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Want to know what CMAI can do for you?<\/h2>\n

Get in touch and schedule a no-obligation demo<\/p>\n

Fill out your details and we’ll discuss the possibilities. No obligations, just a conversation <\/p>\n<\/div>\n <\/div>\n <\/div>\n

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