Future-proof customer service and process efficiency for the utilities sector
The utilities industry is facing a profound transformation: deregulation, decentralization, decarbonization and digitalization demand new, innovative business models. Without the right infrastructure, utilities risk falling behind in an increasingly disruptive market.
Efficient customer service and optimized processes thanks to the SYBIT Utility Approach
Customer service requirements are particularly high in the utility sector: from meter replacement to technician scheduling, all processes must run efficiently. This is where the SYBIT Utility Approach comes in, which integrates SAP Field Service Management (FSM), SAP Service Cloud and SAP ERP or S/4HANA.
These solutions enable utility companies to manage their service processes holistically, thereby reducing costs and increasing customer satisfaction. One example is the meter change process, which is mapped seamlessly across all relevant systems.
"The successful collaboration with Stadtwerke Düsseldorf demonstrates how SYBIT supports utility companies in unifying digital processes from various backend systems at the customer interface. The approach of a service layer implemented as part of a proof of concept lays the foundation for customer-oriented, efficient, and interconnected service processes – an important step for seamless digitalization and optimization of the customer experience at Stadtwerke Düsseldorf."
The Typical Challenges of the Supply Sector
-
Disruption and competition through new technologies
The rapid advances in energy efficiency, self-production, and energy storage are challenging the traditional business models of energy providers. Start-ups and new third-party providers are increasingly entering the market and increasing competition.
-
Lack of customer insights
The strict data protection regulations make it difficult for providers to gain deeper insights into their customers' behavior and respond accordingly. Without this data, it is challenging to offer personalized services and unlock new business opportunities.
-
Inadequate fulfillment of customer requirements
Providers face the challenge of meeting customer expectations from other consumer industries. Customers demand omnichannel support – from traditional call centers to mobile self-service solutions to AI chatbots. However, the right channel strategy is often lacking.
-
Limited access to information for customers
Customers expect transparency regarding planned outages, unexpected billing adjustments, and energy-saving tips. However, this information is often difficult to access, which can lead to frustration and a loss of trust.
The solution: Seamless integration of CX solutions
In order to meet the challenges of the utilities industry, customer interactions and internal company processes need to be closely networked. SAP offers a comprehensive, integrated solution that connects all service and customer processes and delivers significant benefits through the use of AI. This combination of data, processes and intelligent technologies creates the basis for more efficient processes and improved customer experiences.
Seamless networking for optimal customer experiences
One of the biggest challenges for utility companies is to ensure consistent, personalized customer experiences across all channels. With SAP, companies can build centralized customer profiles based on shared first-party data. These profiles make it possible to personalize all customer communication across different channels such as telephone, self-service portals or chatbots.
The seamless integration of SAP Field Service Management, SAP Service Cloud and ERP systems (e.g. SAP S/4HANA) creates a unified picture across all service processes. This networked solution not only offers advantages in day-to-day customer contact, but also in the administrative area. Contract details, invoices and service histories can be accessed via a central platform, which significantly reduces administrative effort and minimizes errors.
AI-supported insights for informed decisions
The ability to process large amounts of data and gain valuable insights from it is significantly improved by the use of artificial intelligence. SAP Customer Data Platform (CDP) allows utility companies to collect and analyze real-time data on energy consumption, service requests and customer preferences. This information can be used to communicate with customers in a proactive and personalized way - for example, through notifications about planned service outages or recommendations for energy savings.
By using machine learning, utilities can not only improve the efficiency of their customer communications, but also generate data-driven recommendations for cross-selling and up-selling opportunities. These automated recommendations help to exploit sales potential and increase customer satisfaction at the same time.
Flexibility for the dynamic requirements of the industry
The utilities industry is in a constant state of flux, whether due to new regulatory requirements or changing customer needs. SAP offers a flexible, scalable platform that responds quickly to new market requirements. By using low-code and no-code configurations, utilities can adapt their processes and systems without extensive programming knowledge and implement new services quickly.
SAP also supports rapid payback through pre-built utility accelerators and flexible integrations that seamlessly integrate with existing ERP and CRM solutions. In addition, the integration of third-party solutions and industry-specific extensions enables even greater flexibility when adapting to company-specific requirements.
Optimized CX Processes: Four Practical Examples
1. Tom Koes, CEO
“Our daily service requests are extremely varied, from simple invoice inquiries to critical problems such as damaged supply lines in industrial areas. The SYBIT portal, combined with SAP FSM and the technician app, is the central hub for us. All information and feedback can be viewed at any time and is stored centrally.”
2. Marco Michel, Service technician
“With my company cell phone, I always have a complete overview of my daily assignments. The mobile view of SAP FSM is a tremendous support - all the information I need is available at a glance. Entering data after the assignment also works smoothly.”
3. Selma Blum, Field Service Management Dispatcher
“Thanks to the large-scale campaign to replace the old three-phase meters, we have a huge number of new tickets. Thanks to the integration of Crowd and SAP FSM, we can plan the appointments so that the technicians take the most efficient routes, which not only speeds up the service but also saves CO₂.”
4. David Otto, customer of a utility company
“I was surprised how easy it was to book an appointment for a technician visit. An email informed me in good time about the next meter change and I was able to select a free appointment in my calendar straight away. Communication was smooth and uncomplicated.”
Conclusion: Future-proof Customer Service Processes with SAP and SYBIT
With SAP and SYBIT, utility companies are relying on the most established and advanced solution to meet industry challenges, optimize their service processes, and simultaneously meet the growing demands of customers. SYBIT offers you the largest experience and expertise across Europe to enhance your service quality, reduce costs, and retain your customers in the long term.
Our References in the Supply Industry
Benefit from our experience in SAP CX
-
500 + Renowned clients -
2023 Global SAP CX Award for Project Quality -
1500 + Successful projects
What we build on in our projects
Openness
Communication is particularly important to us. We address problems at an early stage and work together to find solutions in order to drive projects forward successfully.
Sustainability
We strive for long-term partnerships and business relationships to ensure sustainable success for all parties involved.
Transparency and eye level
We use agile project methodology to create transparency and promote close collaboration. This allows us to react flexibly to changes and implement projects efficiently.
Ready for future-proof customer service in the utilities sector?
Discover how SAP CX solutions can optimize your service processes and increase customer satisfaction. With the Sybit Utility Approach, we maximize efficiency, meet customer needs, and support the transformation of the utility industry. Let's discuss your challenges together. Contact us for a free consultation.
Mail: sales@sybit.de
Tel.: +49 7732 9508-2000