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Microsoft Energy United States

Pacific Gas and Electric Company (PG&E)

Customer Service Automation · IT Operations Automation

For PG&E, the move to Power Platform was driven by an ambitious automation goal. We felt there was a ton of value to be had throughout our organization in terms of streamlining and automating a lot of low-value work, and re-dedicating people in the organization to doing high-value work,” says Mark Seveska, Executive Sponsor, IT Products and Enterprise Solutions, PG&E.

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As with many other organizations, PG&Es helpdesk agents were often burdened with mundane and repetitive requests that led to increased wait times for workers and reduced overall productivity.
Chatbot saves $1.1 million annually on helpdesk support
The company has enabled over 4,300 Power Platform makers through its Digital Productivity Center of Excellence, and created over 300 Power Platform solutions that generate almost $75 million in savings annually.
The team connects with these developers multiple times a month and organizes regular training and events.

Reported impact

Business outcome

With Power Platform, we’re not only saving money, we’re helping drive a renewed joy of innovation across the company.

  • Compliance
  • Cost Reduction
  • Customer Experience
  • Productivity Improvement

Solution

Pacific Gas and Electric Company (PG&E) built this solution on Power Apps, Power Automate, AI Builder, Microsoft Copilot Studio. For PG&E, the move to Power Platform was driven by an ambitious automation goal. Power Apps delivers low-code business applications used by employees in the new process. Power Automate runs workflow automations and approvals across connected systems. AI Builder adds AI extraction and classification into low-code business workflows. Microsoft Copilot Studio builds and manages conversational agents integrated with business workflows. By supporting both advanced Digital Creators and new citizen developers, PG&E has achieved some impressive results. In just four years, PG&E has created more than 2,000 Power Apps applications and 4,200 Power Automate cloud flows which drive more than 315 business solutions.

Data flow

Business requests and operational data enter Power Apps and Power Automate workflows, which route approvals, invoke automation or AI where needed, and return results through governed low-code applications.

Solution architecture

4 components · 3 layers
  1. Compute
    • AI Builder Adds AI extraction and classification into low-code business workflows.
  2. Serving
    • Power Apps Delivers low-code business applications used by employees in the new process.
  3. Orchestration
    • Power Automate Runs workflow automations and approvals across connected systems.
    • Microsoft Copilot Studio Builds and manages conversational agents integrated with business workflows.

Architecture clues

  • Governance is coordinated through a Center of Excellence model.
  • Managed Environments are used to enforce low-code governance and sandboxing.
  • SAP workflows are integrated into the automation path.

Evidence from the source

By supporting both advanced Digital Creators and new citizen developers, PG&E has achieved some impressive results.
For PG&E, the move to Power Platform was driven by an ambitious automation goal.
The company has enabled over 4,300 Power Platform makers through its Digital Productivity Center of Excellence, and created over 300 Power Platform solutions that generate almost $75 million in savings annually.
Together, these solutions save the organization almost 527,000 hours annually, generating almost $75 million in savings each year.
With Power Platform, we’re not only saving money, we’re helping drive a renewed joy of innovation across the company.
Transparency Evidence & methodology 100/100 reference value · 89% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value100/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact25/25
    4 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence89%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    5 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Microsoft

    Pacific Gas and Electric Company (PG&E) customer story

    First-party
    https://www.microsoft.com/en/customers/story/1709539049606899869-pacific-gas-and-electric-microsoft-power-apps-energy-usa
    Source type
    Vendor-published customer story
    Published
    Dec 4, 2023
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page Dec 4, 2023 · Microsoft · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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