Scenario for Utilities Distribution Channel

A utilities company involved in producing electricity, steam, and hot water needs to respond quickly and effectively to customer concerns and requests. While the company generates the power and sends it to local and national power grid, it depends on local power plants to regulate and adapt the flow of energy and power to the final customers. HelpDesk plays an important role in the distribution channel, as it collects requests and concerns from customers, and allows local power plants to solve the problems as effectively as possible. This business scenario, involving a utilities company, local power plants, and final customers, has the following main activities:

  • The utilities company generates power and electricity, and sends it to the local and national power grid.
  • Local power stations, managing the utilities on behalf of the company to benefit the final customers, receive the electricity from the company and send it down the grid to the final customers.
  • Final customers, either individuals or business entities, use the electricity and power. When incidents arise, such as a broken pipe, insufficient pressure, or power spikes, customers report the problems to the local power plant.

Implementing the HelpDesk solution

How Roles available in HelpDesk correspond to business roles in this scenario:

  1. To each HelpDesk supervisor corresponds a representative of a utility company. This supervisor interacts with representatives of local power plants.
  2. HelpDesk technician role is associated with representatives of local power plants. These technicians receive calls and problems from final customers, and solve the problems using their resources and expertise.
  3. To each Helpdesk external client corresponds a final customer, who sends a request or notices a technical problem.


  1. Create categories for end-user requests and incidents – technicians use categories to organize incoming requests and incidents. Adapt ticket structure with additional fields to collect information related to each request and incident.
  2. Designate email addresses for problem categories to automatically organize requests and incidents based on local power plant and incident severity.
  3. Associate email addresses with existing technicians to deliver incoming requests to appropriate technician based on responsabilities and competencies.
  4. Technicians receive requests from end-users and use their resources and expertise to solve the problems. As solutions are delivered to end-users, the knowledge gathered during this process is added to the knowledge base.