Transforming utilities with modern CRM and CX
Advising utilities customers on saving energy and going green
You can use data and AI to understand and engage customers digitally to meet their needs, reducing cost to serve and increasing non-commodity sales.
digital channel efficacy
55% of energy suppliers will improve the efficacy of their digital channels by investing in live chats by 2022.*
preparing for the future
80% of energy suppliers will deploy digital customer engagement solutions by 2026 to cater to millennials and Gen Z customers.*
40% of energy suppliers will lift the core business logic from billing to customer data by 2024.*
Deliver a better utilities customer experience
Maximise customer engagement success with SAP Customer Experience solutions.
Exceed customer expectations with faster service
Improve service efficiency and time-to-resolution with cloud-based customer service software that connects utilities-specific processes.
Build a superior self-service experience for customers
Give your customers a connected and personalised experience that improves customer satisfaction and reduces your cost to serve by using SAP Self-Service Accelerator for Utilities by SEW.
See how customers are succeeding with SAP Customer Experience
Learn how utility companies are generating revenue, enhancing profitability, and improving the customer experience.
Delivering energy and efficiency as a service
Explore how energy company MVV Enamic maximised synergies with its B2B partners and improved customer satisfaction.
Simplifying processes for a better customer experience
Find out how Welsh Water simplified processes and accelerated customer response times, leading to a reduced cost to serve.
Explore SAP Customer Experience for utilities
See how SAP Customer Experience solutions can help your utility business reduce cost to serve, grow revenue, and improve the customer experience.
Make it simple for your customers to review and pay their bills.
Enable your service agents handle self-service requests more smoothly.
Let customers report and monitor outages on any mobile device.
Provide your customers with the information they need during an emergency.
Allow customers to select their preferred language and privacy settings.
Enable customers to set bill, usage, or other thresholds that trigger alerts.
Give customers the access to review and compare their usage.
Empower customers to review and edit their personal information and settings.
Enable your service agents to handle self-service requests quickly and effectively.
Help contact centre agents provide more personalised, knowledgeable, and efficient customer service.
Guide your service agents through a more streamlined customer move experience.
Let service agents create and monitor field service requests directly in a service solution.
Enable service agents to review the customer's complete financial picture.
Offer a more convenient and intuitive way for new customers to open an account.
Make it simple for your customers to shop, select, and pay.
Benefit from visual tools for low-code and no-code customisations
Combine products and services into appealing customer offers.
Give employees a powerful tool to centrally manage products and services.
Make simple and complex purchases easier for your customers through a guided selling framework.
Put your company’s best foot forward by creating a superior customer buying experience.
Grow your utilities business with our customer experience solutions
Boost profitability with insights and intelligence
Accelerate issue resolution and increase profitability by connecting customer service operations across the value chain with the SAP Service Cloud solution.
Trust and engagement with customer data solutions
Meet government privacy and utility-specific communication and data requirements with a cloud-based customer identity, access management, and privacy platform.
Find more utilities solutions
Learn more about industry trends, challenges, and opportunities, and explore our full range of SAP solutions to meet all your business needs.