Applying the Microsoft Application Platform (MAP) to the Energy Supply Business

The energy supply business involves the management of vast volumes of data, plenty of long running workflows, constant interaction with the client, and the integration of a whole range of separate applications.

One of our energy supply clients supplies gas and electricity to a wide range of consumers that are both customers and businesses. It has an existing system to manage its customers and this system is also used extensively by its call centres to manage business clients, combined with other software to manage meter readings, finance etc.

Like all systems, the main customer service system used in the call centres does not cover everything that the supplier needs, and urgent requirements arose to supplement its functionality in a number of key areas. Particular challenges were managing client payments and issues relating to meter readings. It was recognised that adding the new functionality would increase the level of service offered to the client and also reduce client contact time spent in the call centre, a win-win situation.

After careful consideration the supplier selected Ballard Chalmers and MAP products for this important project:

• BizTalk 2010 to manage business processes, messaging and workflows and provides the application integration layer.
• SharePoint 2010 to create unified web portal through which disjointed systems can be managed and to provides the common user interface.
• SQL Server 2008 R2 to manage data storage and extensive data analysis.
• Visual Studio 2010 and .NET 4 to provide the development environment, programming languages and libraries required.

Ballard Chalmers developed a comprehensive solution that uses the capabilities of SQL Server to keep track of the high volume of additional data, with BizTalk Orchestrations and Web Services managing the interaction with the customer services application. The BizTalk Rules Engine is used to store variables and expressions, so that the business can vary them without requiring an application change. The user interface was developed as SharePoint Web Parts and SharePoint manages the user interface and user authentication.

Going forward, some parts of the user interface will be published on a public facing SharePoint site, providing a client self-service facility to further increase customer satisfaction and improve overall call centre efficiency.

To find out more about Ballard Chalmers energy sector solutions and the Microsoft Application Platform, please email us or call Andrew Chalmers on 01342 410223.

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