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

After conducting a detailed assessment of the client’s requirements, our experts 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. As part of the assessment, we understood that a single point of entry and processing for the Sales representative's information gathering would cause a huge reduction in the time taken to achieve their goals. The Power Apps 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 Power Apps application leveraging the Power Apps 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 was implemented 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 it easy for onboarding for new advocates. 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.