Avista wanted to create a SharePoint based site that would serve as a comprehensive customer service portal, support and encourage community engagement, and allow them to retire their numerous, and increasingly difficult to maintain, custom websites. When the consulting partner Avista had previously engaged failed to complete the implementation, Microsoft recommended that Avista engage IntelliTect to resolve the problems and get the site developed and deployed.
Microsoft introduced [Mark Michaelis, CEO of IntelliTect] as one of the five top architects in the world on SharePoint and Team Foundation Server…. I trust Mark and his company.
Pat Dever, Director Application and Systems Programming, Avista Utilities Solution
IntelliTect inherited a project, which was already over budget and failing. IntelliTect rapidly assessed the problems, and working closely with the client and Microsoft, defined a plan of attack. Using the Microsoft platform (SharePoint and BizTalk), IntelliTect established a unified enterprise platform for web content management.
From the technology perspective, the new system created a standard portal with vastly improved content management, search, navigation and security that easily scales to any traffic volume. From the business and customer perspective, the new portal provides a uniformly branded and intuitive customer experience that readily adapts to all customers, from homeowners to corporate partners. Allowing Avista to use a single portal to build relationships with customers across all segments.
Leveraging the new architecture, onshore and offshore development resources, and close collaboration with Avista and Microsoft – IntelliTect was able to deploy the site within the time frame allotted by the client and at the same time garner awards for the site. The site became the top-ranked electric and natural gas website in North America for 2009, according to E Source, a national benchmarking service for utility and large energy users.
I am very happy with the level of collaboration and expertise that IntelliTect exhibits in meeting with other experts and with business shareholders.
Pat Dever, Director Application and Systems Programming, Avista Utilities
Avista was able to reduce annual net costs for content management and site operations, saving $411,000 in the first year alone. Operational benefits include increased process efficiency, improved employee productivity; lower mailing costs and changed customer behavior with self-service options. Self-service options allow customers to manage their accounts and communicate online.