DTE Energy, faced with the dual challenge of evolving energy demands and the need for inclusive customer support, embarked on a transformative project.Serving a diverse customer base in Michigan, including a significant segment of low-income individuals, necessitated a more efficient and accessible approach to customer service and financial assistance.The company recognized the urgency to streamline its customer service operations and enhance financial inclusivity.This led to the adoption of a Digital Customer Experience Platform and the development of innovative energy assistance programs, aiming to meet the varied needs of their customers while ensuring a sustainable, inclusive energy future.At the core of DTE Energy's customer-centric approach lies a strategic partnership with SEW, which has facilitated the adoption of SAP Self Service Accelerator (SSA) Platform. This platform has streamlined customer service and enhanced operational efficiency.As part of the digital transformation strategic initiative, it provides a digital platform for its internal and affiliated third-party Agencies. This platform has the necessary tools and features to assist the management of utility accounts for low-income customers and provide them with the required financial support.The transformation project is part of a multi-phased project focused on introducing innovations powered by advanced technologies.
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