Avista Utilities’ Top Ranked SharePoint Website

Problem: A SharePoint-based site

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.

Solution: Using Microsoft’s SharePoint and BizTalk

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.

Results: An Award Winning Website

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, according to E Source, a national benchmarking service for utility and large energy users.

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.

About Avista Utilities

Avista Utilities is involved in the production, transmission, and distribution of energy. The company provides energy services and electricity to 375,000 customers and natural gas to 335,000 customers in a service territory that covers 30,000 square miles in eastern Washington, northern Idaho, and parts of south and eastern Oregon, with a population of 1.6 million. Avista Utilities, an operating division of Avista Corp. (NYSE: AVA), has over 1,600 employees.