Power & Utilities Customer Implements Enrollment Process for Residential and Commercial Customers Using Power Platform

Overview


VNB assisted a power and utilities organization create an enrollment process to enroll, retain and renew customers leveraging PowerApps and Power Automate

Customer Profile

Customer delivers electricity to more than 5 million consumers in 11 states. It ranks among the nation’s largest generators of electricity, owning nearly 38,000 megawatts of generating capacity in the U.S. It owns the nation’s largest electricity transmission system, a nearly 39,000-mile (63,000 km) network that includes 765 kilovolt ultra-high voltage transmission lines, more than all other U.S. transmission systems combined.

Customer Situation


Customer’s transmission system directly or indirectly serves about 11 percent of electricity demand in Electric Reliability Council of Texas which covers much of Texas. Customer is targeting launch for providing electricity services in ERCOT residential and commercial markets. To facilitate an early release for the launch the customer was looking for options to host their web platform for consumers as well as their internal operations and support teams. VNB Apps & Integration Team reviewed the ask and architected a low code operations platform based on Microsoft Power Platform. This meaningfully extended their existing investments in Microsoft Dynamics 365 to create the ERCOT Operations platform.

VNB Solution


After conducting a detailed assessment of the client’s requirements, VNB recommended an architecture using Power Apps Canvas and Model-driven apps along with Power Automate to integrate with backend system leveraging various API’s/connectors. VNB theorized that a single point of entry and processing for the Sales reps’ information gathering would cause a huge reduction in the time taken to achieve their goals. The PowerApps Model-driven App allowed the Contact center user to easily enroll, retain and renew Residential, Small Business and Commercial customers onto supply. The solution will reside between their website and back-end system and will support journeys for Contact Center, Contract Management, Sales and Admin role team members. They can navigate across various views in the Enrollment site map to get active, inactive, pending, failed etc. enrollments and process them further. Power Automate workflows were created to establish API connection with other systems to get data related to enrollment status, offer details, rate-change which would be used by PowerApps application leveraging the PowerApps custom connector. A business process flow was implemented for commercial enrollment to depict various stages of enrollment approval. A quick visual representation using business process flow helped the users to easily determine the stage where the enrollment request has reached and also enabled multi-level approvals by different teams for a Commercial enrollment. Role-based access was implemented to ensure certain features and areas of app are available only to the authorized people in the organization. Automated validation and approval mechanisms are built into the solution which are configurable via Microsoft Dataverse and enabled the operations to be robust, secure, and reliable. Fault toleration mechanism built into all the back-end system integrations along with integration with public data platforms. Use of automated script for each screen for the contact center advocates made ease of onboarding for new advocates and precisely designed and documented scripts enhance customer experience on call to state of art level. The overall solution is a complete transformation in the way their contact center advocates and sales representatives interact with customer data and enabled some of the below benefits from a development and ongoing support and operations perspective. • Platform Independent: PowerApps is platform independent and can run on any devices. • Low code Development: PowerApps is a low code development model. • Easy deployment and versioning: PowerApps provided its own versioning so no need to integrate with other source control systems. • Export to Excel: Using Power Automate/MS flow we can download the data in excel for from PowerApps.

Customer Benefits

  • No Downtime Can easily add new features into existing PowerApps, there will less or no downtime of PowerApps. Business processes will not be impacted.
  • Easy to Understand MS PowerApps provides designer view which is very easy to understand by business users and operations teams.
  • Easy to Maintain VNB provided Customer team training on PowerApps development. The team feels: PowerApps are easier to build, maintain and carry out any updates if required. Customer team is well-versed with PowerApps development process now and is comfortable to make any changes to the app if required in near future.
  • Insights into Business Processes With the integration of MS PowerApps, Users can easily and quickly go through the whole workflow defined with various screens and review enrollment status.
  • Ease of use PowerApps based solution is easy to use for the users. Contact center advocates spend less time navigating between multiple tools as everything is now contained within the Power App as a single point of data entry, approvals, dashboard for reports etc.

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