Industry Overview

The utilities sector is transforming through smart grid technology, renewable energy integration, and digital customer service platforms. Energy companies must modernize their infrastructure to support smart meters, real-time monitoring, and enhanced customer engagement while maintaining grid stability and regulatory compliance.

Client Background

A leading UK energy supplier required comprehensive transformation of their field service operations to improve customer service delivery, optimize resource scheduling, and support smart grid initiatives. The organization needed to implement advanced resource scheduling optimization while maintaining high service levels for millions of customers.

Challenges

  • Optimizing resource allocation across thousands of field engineers
  • Integrating with existing smart meter infrastructure and data systems
  • Implementing real-time scheduling adjustments based on grid conditions
  • Managing complex business rules for different service types and customer categories
  • Ensuring high system availability for critical energy infrastructure support
  • Supporting regulatory requirements for emergency response times
  • Balancing automated optimization with human oversight and intervention

Our Solution

Concordant Digital delivered comprehensive solution design based on Microsoft Dynamics 365 Field Service, Microsoft Azure, and Power Platform:

  • Conducted comprehensive fit-gap analysis and requirements identification for complex field service operations
  • Designed end-to-end Dynamics 365 Field Service solution with advanced Resource Scheduling Optimisation (RSO) capabilities
  • Extended RSO logic through custom plugins and Microsoft Azure Functions to meet specific business requirements
  • Implemented Power Platform components including Power Apps for mobile field service and Power BI for analytics
  • Identified and documented complex use cases for automated resource scheduling and dispatch
  • Implemented agile delivery methodology working closely with development teams
  • Ensured seamless integration with existing energy management and customer service systems using Azure Integration Services
  • Focused on measurable business benefits and return on investment throughout implementation

Outcomes & Impact

  • Achieved significant improvement in resource utilization and scheduling efficiency
  • Improved customer satisfaction through more accurate scheduling and reduced appointment windows
  • Optimized route planning and resource allocation resulting in substantial operational cost savings
  • Enhanced emergency response capabilities meeting regulatory requirements
  • Enabled real-time visibility into field operations and resource performance
  • Established foundation for future smart grid and IoT integration initiatives
  • Reduced fuel costs and carbon footprint through optimized routing