First Utility’s reliance on technology means that fast, dependable access to customer accounts via the website and mobile applications is central to the company’s success. All of this functionality, including billing, is driven by just a handful of mission-critical APIs.
First Utility uses a complicated OAuth authentication process for access to its services, so it initially struggled to find a compatible monitoring tool.
First Utility has approximately 1,000 employees, but within its lean 30-man operations team there are only five people tasked with managing web tech support and issue resolution.
“Most of First Utility’s employees are also customers. That gives us a really good incentive to make sure that the website and the apps are working,” concluded Marshall.