Centrica partners with Microsoft to transform customer service

Centrica partners with Microsoft to transform customer service
Energy company will implement integrated end-to-end solution based on Dynamics 365

Elly Yates-Roberts |

Centrica has teamed up with Microsoft to transform the way its 12,000 British Gas engineers serve customers throughout the UK. The British multinational energy and services company will implement an integrated end-to-end software and services solution based on Microsoft Dynamics 365.

According to an article published on Microsoft.com, the new system will provide intelligent automation of planning and dispatch, reducing time-intensive manual processes and existing legacy systems. Centrica employees will benefit from real time, actionable insight, ensuring customers can be kept up to date with accurate and timely information. The new system is underpinned by artificial intelligence (AI) technology from the Microsoft Azure cloud platform and Microsoft 365 applications such as Power BI, Logic App, Flow and PowerApps.

“Just over a year ago we announced that Centrica had transitioned to Microsoft Azure, a move at the heart of our digital transformation ambitions,” said Matthew Bateman, managing director for Field Operations at British Gas. “This announcement marks the next stage on that journey – building cutting-edge intelligence into the way we run our field operations to improve the service we deliver for our customers in their homes.

“If a boiler or home appliance breaks down, a customer wants us to fix their issue quickly and to know when an engineer will be there. Working with Microsoft, we will develop a seamless digital journey for our customers, offering more flexibility and reliability for engineer appointments.”

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