Case Study: Toronto Hydro achieves 24/7 self-service and 110% registration growth with DatAvail's SharePoint customer portal

Toronto Hydro Launches 24/7 Customer Self-Service Portal

Toronto Hydro, the largest municipal electricity distributor in Canada serving about 730,000 customers, needed a 24/7 self-service portal for residential customers and landlords to access bills, payment history, account details, automatic payments and moving requests. Silos across departments and apps plus a new Oracle-based billing system made it difficult to provide a unified customer view, so Toronto Hydro engaged DatAvail to implement Datavail’s Customer Care Self-Service Reference Architecture for Utilities (designed for Microsoft SharePoint).

DatAvail delivered a SharePoint-based, highly personalized portal and architected a complex integration with Oracle CC&B to enable seamless, automated account management, secure payments and downloadable billing information across devices. As a result, Toronto Hydro increased self-service use by over 20%, exceeded MyTorontoHydro registration goals by 110%, improved energy consumption reporting to incent better usage, and strengthened digital customer relationships and profitability with DatAvail’s solution.

Toronto Hydro