Architecture design and key technologies study of Omnichannel business platform for electric power marketing

Abstract

Building the omnichannel business platform for the electric power marketing and integrating all online service resources, with the features of customer aggregation, business integration and data sharing, are an inevitable pathway for the power grid enterprise to establish the customer-centric modern service system and realize its digital transformation strategy. The overall architecture of the omnichannel business platform is proposed and the detailed design for the eight shared service centres are given respectively for user centre, ticket centre, electronic bill centre, payment centre, order centre, points centre, online customer service centre, and messaging centre. Some typical application scenarios are described to illustrate the internal working mechanism of the shared service centres and the cooperation mechanism among them, such as management of comprehensive energy business, online interaction service for the electric power customer, and instant messaging delivery. The key technology applications and practices are discussed for the implementation of the business platform, such as improving data processing capabilities, building integrated services with fast response, and developing digital operational capabilities. The development prospects of the business platform are concluded finally, whose service centres would be gradually be evolved into an important component of the strategic business platform for the power grid enterprise by continuously precipitating the business capabilities and establishing the competent service centres.