WALLDORF — Delivering an exceptional customer experience is key to improving service and agility in the utility industry. SAP AG continues to lead its utility customers through a market transformation, including the need to be more customer-centric than ever before. With the explosion of social media and mobile devices, combined with more extreme weather that can affect service, today’s customers demand better, even proactive, communication through multiple channels. And because service levels in utilities are regulated, the focus on customer service is of the highest priority. Today, nearly 700 utility organizations worldwide use software from the SAP for Utilities solution portfolio for comprehensive management of customer care and billing, to help ensure they meet customer needs effectively, sustainably and profitably.
Reflective of an industry-wide renewed focus on customer engagement, a number of companies in North America are upgrading from their legacy systems to new customer information systems, helping improve both overall customer service and billing and reporting processes. Utility organizations of all sizes, as well as their customers, are benefiting from successful implementations of the SAP Customer Relationship Management and Billing for Utilities package. Leading utilities that have made strategic investments in SAP software over the past year include American Water, Atmos Energy, Metropolitan Utilities District (M.U.D.) of Omaha, Middle Tennessee Electric and Puget Sound Energy.
“Our implementation of SAP solutions for utilities has put state-of-the-art tools in the hands of our workforce, enabling our team to increase the level of service delivered to our customers and increase overall efficiency,” said Mark Doyle, CIO and interim-CEO of M.U.D. “Investing in a more modern information system has laid the foundation for M.U.D. to perform to its full potential and not only meet, but go beyond our customers’ expectations, moving ahead of the curve in all aspects of customer service.”
“No matter the type of utility, its location or its size, all utilities need to deliver a more efficient and personalized customer experience,” said Kevin Capitani, national vice president of Utilities, SAP. “Working closely with our customers, SAP software is designed to specifically meet the needs of these organizations and give them the tools necessary to drive customer service to a new level of engagement.”