Utilities today are under growing pressure to deliver reliable service, improve customer experience, and modernize operations, all while working within complex regulatory and operational environments.

GAMIG set out to address these challenges by strengthening digital self-service, improving operational efficiency, and enabling better coordination across customer-facing and internal teams. By adopting a connected, utility-focused approach, GAMIG was able to streamline key journeys, reduce friction, and create more consistent experiences for the people and communities it serves. To understand how this transformation was achieved, we’ve captured the journey in a detailed case study.

Download the case study to learn:

• How GAMIG approached digital modernization across customer and operational touchpoints
• The role of connected platforms in simplifying service delivery
• Key outcomes achieved across efficiency, engagement, and reliability
• Practical insights other utilities can apply in their own transformation journeys

Discover how the City of Toledo, Department of Public Utilities (DPU) transformed citizen engagement and operational efficiency through a unified digital customer experience platform, powered by SEW’s SmartCX.

Faced with legacy systems, rising service expectations, and underserved digital access, Toledo embarked on a mission to make water services more inclusive, responsive, and real-time. This case study reveals how they:

• Enabled anytime, anywhere access to water services via web and mobile
• Delivered multilingual, citizen-first interfaces to foster digital equity
• Empowered residents with real-time usage data, smart alerts, and flexible payments
• Reduced operational strain on city staff through digital self-service
• Strengthened community trust and engagement with proactive communication

This is more than a digital transformation story—it’s a blueprint for how public utilities can lead with purpose and innovation.

One of Australia’s largest utilities has embraced digital transformation to improve customer experience. The water provider adopted SEW’s Digital Customer Experience (CX) Platform to revolutionise its billing and payment operations and embrace a data-driven and user-centric approach to achieve long-term success.

This milestone is a key part of the provider's journey to uplift customer experience and transform the way they engage with customers, stakeholders, and the community.

Download the case study to discover how this utility is delivering best-in-class self-service capabilities to its customers, unlocking the following benefits:

• An all-in-one platform to cater to rising customer expectations and demands.
• Reimagine customer engagement through omnichannel communication.
• Elevate customer satisfaction across diverse customer segments with tailored experiences powered by AI/ML analytics.
• Enhance operational efficiency with seamless integration into SAP CRM and billing platforms.

As Canada’s energy landscape transforms, Alectra Utilities is leading from the front—redefining how a modern utility connects with customers, enables clean energy, and scales EV adoption. This case study uncovers how Alectra, one of the largest municipally-owned utilities in North America, partnered with SEW to drive its digital transformation and deliver measurable outcomes for over one million customers across Ontario.

Discover how Alectra moved beyond legacy systems to build a future-ready energy experience. This case study offers valuable insights into:

• Orchestrating a multi-phased digital transformation at scale
• Turning complex customer needs into simple, intuitive journeys
• Leading EV adoption through an end-to-end, AI-powered eMobility platform
• Integrating grid-to-customer experience for operational efficiency and customer satisfaction

Download the full case study to learn how Alectra is setting a new standard for innovation, energy management, and customer experience in the utility sector.

Sharjah Electricity, Water, and Gas Authority (SEWA), serving over 450,000 customers across the UAE, set out to modernize its legacy systems and meet the rising expectations of digital-first customers. Facing challenges like siloed operations, outdated processes, and the need for paperless, efficient service delivery, SEWA partnered with SEW to lead a connected digital transformation.

By implementing SEW’s AI-powered platforms—including SmartCX, Smart WX, and a multilingual Smart Chatbot—SEWA unified its customer and workforce journeys, reduced operational delays, and accelerated its move toward sustainability.

Here’s what SEWA achieved:

• Increase in sustainability with paperless billing and operations
• Empowered users with usage transparency and promoted responsible consumption
• Elevated and upskilled field workforce
• Streamlined utility operations with digitized workflows

Download the full case study to explore SEWA’s digital transformation journey.

A municipally owned utility committed to raising service standards recognized the need for a digital transformation to better serve its customers and promote environmental stewardship. Focusing on increasing conservation efforts and improving customer interactions, the utility sought an innovative solution with intuitive self-service features to support its energy efficiency goals.

In partnership with SEW, the utility implemented the SmartCX Platform, offering customers digital self-service capabilities, personalized interactions, and real-time insights to drive energy conservation. This initiative has fostered meaningful customer engagement and contributed to significant reductions in energy consumption.

Download the case study to discover how this utility leveraged SEW’s SmartCX platform to enhance customer engagement and accelerate energy conservation efforts.

This California-based water utility provides over 170,000 customers with water services, including drinking water, recycled water, wastewater, and conservation programs.

Facing the rising challenges of drought due to climate change and population growth, the utility sought an innovative solution to optimize water usage and enhance customer engagement.

Committed to ensuring water sustainability, the utility partnered with SEW and implemented its Smart Customer Experience (CX) and Smart Intelligent Experience (IX) platforms, enabling digital self-service capabilities, real-time water usage insights, personalized conservation plans, and effective drought planning strategies.

Download the case study to discover how this leading water utility leveraged SEW’s platforms to build drought resilience and enable water efficiency and responsible consumption!

DTE Energy, a leading energy provider serving over 2.2 million electric customers and 1.3 million natural gas customers, recognized the need to streamline its customer service operations and enhance financial inclusivity.

DTE Energy formed a strategic partnership with SEW, adopting the SAP Self-Service Accelerator (SSA) Platform. This case study walks you through DTE's digital transformation journey—how they leveraged a digital AI platform to provide essential energy assistance to households in need. Learn how the platform enabled DTE to deliver timely support to low-income customers, streamline processes across various stakeholders, and efficiently manage uncollectible accounts receivable and collection expenses.

Download the case study and discover how DTE achieved its key objectives, including:

• Addressing critical customer service challenges
• Enhancing financial inclusivity with the CX Platform for Agencies
• Implementing out-of-the-box capabilities tailored to business needs
• Streamlining operations through digital innovation

With a strong roadmap ahead, this serves as a perfect example of how collaboration drives transformative success.

Imagine a non-profit, community-owned utility that has been serving its customers for over 100 years, but is now facing challenges with managing countless work orders. This inefficiency leads to delays, frustration among field workers, and increased operational costs.

Discover how this long-standing utility turned things around by integrating SEW’s SmartWX Platform. This AI-driven, vertically integrated platform transformed their field operations by ensuring that field workers had timely access to accurate orders and information.

The result? - Faster response times, reduced costs, and a more productive workforce than ever before.

Download the full case study to see how SEW’s Smart WX Platform revitalized this utility's operations and enhanced service delivery.

Discover how one of the largest publicly owned electric utilities in the U.S. tackled its outdated workforce management system with SEW’s SmartWX Platform. Facing challenges in real-time field operations and work order management, the utility needed a solution to streamline dispatching and adapt quickly to changes. SEW’s SmartWX Platform provided a digital transformation by integrating back-office systems with real-time field operations, empowering field workers with mobile access, and enhancing supervisor oversight.

Curious about the results? Download the full case study to explore how this major utility improved efficiency, responsiveness, and overall workforce management.