First Utility
Columbus House Woodland Court, Westwood Way,
Coventry, CV4 8HS,
United Kingdom
Coventry, CV4 8HS,
United Kingdom
44 19 2632-0700
Retail
First Utility Technographics
First Utility Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by First Utility and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 1500 First Utility employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that First Utility has purchased the following applications: Google Workspace (Formerly Google G-Suite) for Collaboration in 2013, LiveOps for Call Center in 2015, Atlassian Jira Service Desk for IT Service Management in 2020 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems First Utility is running and its propensity to invest more and deepen its relationship with Google , LiveOps , Zendesk or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing First Utility revenues, which have grown to $1.15 billion in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for First Utility intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
First Utility Tech Stack and Enterprise Applications
First Utility Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Legacy | Google Workspace (Formerly Google G-Suite) | Collaboration | Collaboration | n/a | 2013 | 2013 |
In 2013, First Utility implemented Google Workspace (Formerly Google G-Suite) as its Collaboration platform. The deployment positioned Google Workspace (Formerly Google G-Suite) as the primary cloud suite delivering enterprise email, calendaring, document collaboration and file storage for the organization. First Utility is using Google Workspace on their website for email handling and embedded collaboration workflows.
Configuration emphasized core Google Workspace modules including Gmail, Google Calendar, Google Drive, Google Docs and the Admin Console, leveraging shared drives and real time co editing to support knowledge work. Standard Collaboration capabilities such as centralized account provisioning, group based access controls and policy enforcement through the Admin Console were applied to align with corporate user management practices.
Operational coverage included corporate functions across the United Kingdom, notably IT, Customer Service, Sales and Marketing, with IT operating governance via the administrative console and configuration of access policies. The implementation centralized document collaboration and communication workflows, and structured content lifecycle controls surfaced through workspace settings used on the corporate site.
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First Utility CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| LiveOps | Legacy | LiveOps | Call Center | CRM | n/a | 2015 | 2015 |
In 2015, First Utility implemented LiveOps as its Call Center solution. The deployment centralized customer contact operations for the United Kingdom retail energy business, supporting customer service, billing inquiry handling, and customer retention workflows across the company, which operated with approximately 1,500 employees.
LiveOps was configured to deliver core Call Center capabilities including automatic call distribution, interactive voice response, agent desktop orchestration, real-time supervision and reporting, and workforce scheduling. The LiveOps agent desktop consolidated call handling and contextual customer information to standardize contact workflows and reduce variation in front-line interactions.
The implementation unified telephony, session routing and agent workflow components and was integrated into First Utility's front-line customer service processes to support contact center agents and supervisory teams. Operational coverage emphasized UK contact center sites and shift-based agent operations, aligning the Call Center application with customer service and retention business functions.
Governance focused on contact center operational controls, agent training programs, routing and escalation policies, and reporting governance to support consistent customer communications and process adherence. Configuration of LiveOps prioritized routing rules, supervisory monitoring, and workforce scheduling to embed new operational workflows within customer service operations.
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Customer Support | CRM |
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2017 | 2017 |
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Marketing Automation | CRM |
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2015 | 2015 |
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Sales Automation, CRM, Sales Engagement | CRM |
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2014 | 2014 |
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First Utility ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Atlassian | Legacy | Atlassian Jira Service Desk | IT Service Management | ITSM | n/a | 2020 | 2020 |
First Utility implemented Atlassian Jira Service Desk in 2020 as a customer-facing support channel exposed on its public website, aligning the rollout with its UK retail energy operations and 1,500 employee footprint. The deployment positions Atlassian Jira Service Desk as the primary IT Service Management solution for external customer requests and web-based incident intake.
Configuration emphasized the Jira Service Desk customer portal, request type taxonomy, ticketing queues, SLA definitions, routing rules, automation for common request handling, and a knowledge base to support self-service. Atlassian Jira Service Desk was configured to manage web form submissions and to provide structured request workflows, approvals, and escalation rules consistent with IT Service Management practices.
Operational coverage centers on customer service and support operations, with the application embedded into website contact flows to capture and triage incoming requests. Governance activities included defining role-based access for agents, service level rules, and process-owned workflows for request classification and escalation, providing a single public-facing IT Service Management entry point for First Utility’s support functions.
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First Utility PaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Transactional Email | PaaS |
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2020 | 2020 |
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First Utility IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Application Hosting and Computing Services | IaaS |
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2014 | 2014 |
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Content Delivery Network | IaaS |
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2019 | 2019 |
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IT Decision Makers and Key Stakeholders at First Utility
| First Name | Last Name | Title | Function | Department | Phone | |
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Head of Talent | Director | HR | |
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Chief People and Communications Officer | CXO | HR | |
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Acting Head of HR | Director | HR | |
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CIO | CXO | Finance | |
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Vice President Human Resources | VP | HR | |
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Director of Digital | Director | Finance | |
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Director of Data and Insights | Director | IT | |
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Apps Being Evaluated by First Utility Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from First Utility IT executives and key decision makers. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the First Utility digital transformation priorities and AI adoption trends.
| Date | Company | Status | Vendor | Product | Category | Market |
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FAQ - APPS RUN THE WORLD First Utility Technographics
First Utility is a Retail organization based in United Kingdom,
with around 1500 employees and annual revenues of $1.15 billion.
First Utility operates a diverse technology stack with applications such as
Google Workspace (Formerly Google G-Suite), LiveOps and Atlassian Jira Service Desk,
covering areas like Collaboration, Call Center and IT Service Management.
First Utility has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as Google, LiveOps and Atlassian.
First Utility recently adopted applications including
Atlassian Jira Service Desk in 2020, Postmark in 2020 and Amazon CloudFront in 2019,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of First Utility’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates First Utility’s profile with verified software purchases,
vendor relationships, and digital initiatives identified from public and proprietary sources.
Subscribe to APPS RUN THE WORLD to access the complete First Utility technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.