Digital Cloud Transformation for A North American Electricity & Natural Gas Provider
Our Clients
Engagement Overview
Our client is an electricity and natural gas provider serving 1.6 million customers across the U.S. and Canada. As the business expanded into new regions, their legacy IT stack could not keep pace with growth. Core systems were fragmented, collaboration was clunky, and manual processes slowed both employees and partners.
TechBlocks was selected to modernize their digital ecosystem with a cloud-first, Microsoft-centric platform. We designed and delivered a customized SharePoint solution integrated with Dynamics CRM, consolidating legacy systems, enabling secure collaboration, and automating key business processes across sales, operations, and customer service.
Key Challenges
The company’s rapid growth exposed the limitations of an aging IT environment.
Redundant systems, siloed data, and manual workflows made it difficult to manage information at scale, work effectively across teams, and maintain agility while strengthening privacy and security. Without change, the technology stack risked slowing down a fast-growing business.
Legacy Infrastructure Struggling with Growth
As the customer base and employee footprint expanded, existing infrastructure struggled to handle growing volumes of customer and employee information. Systems were not designed to scale easily, creating performance bottlenecks and limiting the ability to support new regions and programs.
Fragmented Tools & Poor Collaboration
Internal and external teams relied on a mix of disconnected tools for communication and document sharing. Collaboration between departments, field contractors, and partners was fragmented, which led to duplicated work, version conflicts, and slower decision-making.
Limited Agility with Rising Security Expectations
The organization needed to move quickly while also strengthening privacy and security. Outdated processes and systems made it difficult to enforce consistent access controls, audit activity, and meet modern security expectations without adding friction.
Redundant Systems & Manual Processes
Redundant platforms and manual workflows across sales, marketing, training, and operations reduced efficiency. Staff spent time on repetitive tasks that could have been automated. This limited capacity for higher-value work and threatened to slow the company’s momentum as it grew.
Approach & Solutions
1. Cloud Platform Consolidation & Integration
We replaced fragmented systems with an integrated, cloud-based platform tailored to the client’s needs.
- Designed and implemented a customized Microsoft SharePoint solution as the central collaboration and content management hub
- Integrated SharePoint with Dynamics CRM to unify customer and business data across sales and service workflows
- Consolidated legacy systems into a single digital ecosystem to reduce redundancy and simplify the technology footprint
- Established enterprise-grade document and asset management with versioning, search, and structured repositories
2. Self-Service Portals & Customer-Facing Capabilities
We improved the external experience with secure, easy-to-use digital channels.
- Delivered self-service portals with single sign-on so customers and partners could access services through a unified entry point
- Integrated Salesforce-based carbon credit programs to support environmental initiatives and customer-facing sustainability offerings
- Enabled faster access to account information and services, reducing reliance on manual support channels
3. Field Mobility, Training, & Workforce Enablement
We modernized how field contractors and employees accessed information and training.
- Built mobile apps for field contractors to access relevant data, tasks, and documentation while on site
- Implemented cloud-based training and e-learning modules to onboard and upskill employees more efficiently
- Provided role-based dashboards to give different user groups clear visibility into their priorities and metrics
4. Process Automation & Analytics
We automated key processes and improved visibility for managers and leaders.
- Automated sales and marketing cycles to reduce manual task load and improve lead and opportunity management
- Streamlined workflows to reduce manual handoffs and repetitive data entry across departments
- Delivered analytics and reporting capabilities for managers to monitor performance, identify trends, and make data-informed decisions
- Provided a robust collaboration suite that employees quickly embraced, supporting the cultural shift to a cloud-first way of working
Impact & Results
The client moved from a fragmented, legacy IT environment to a modern, cloud-based digital ecosystem.
Employees, partners, and customers gained faster access to information and services, while automation and streamlined workflows reduced manual effort and support burden. The organization became more agile, secure, and ready to continue scaling.
Adoption within 3 months
The new platform achieved 84% adoption within three months, signaling a strong cultural shift toward cloud-based collaboration and self-service tools.
Reduction in manual work
Automation and streamlined workflows drove a 32% reduction in manual processes, freeing teams to focus on higher-value activities.
Increase in customer satisfaction
Faster access to services and support through self-service portals and improved processes contributed to a 21% increase in customer satisfaction.
Decrease in support tickets
Improved digital experiences and self-service capabilities led to a 43% decrease in support tickets, boosting efficiency and service quality for both customers and internal teams.
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Share your most pressing challenges and priorities with our team, and let’s explore what’s possible.