Empowering customers for over 150 years, this leading municipally owned gas utility in the US has always prioritized stability, continual growth, and customer satisfaction. Managing over 5,500 miles of gas mains and service pipes, they deliver 70 billion cubic feet of safe, reliable natural gas annually to over 500,000 customers. To enhance their services and meet evolving customer needs, the utility decided to leverage digital transformation.

The utility partnered with SEW and implemented the #1 digital customer experience (CX) platform and digital marketplace platform. It embarked on a mission to digitize its operations, improve customer experience including intelligent purchasing, and provide a comprehensive solution for its community.

With SEW’s digital platforms, the utility modernized its customer engagement, simplified payment and service management, and introduced a digital marketplace for energy-efficient products. This transformation not only improved convenience and transparency for customers but also supported the utility’s clean energy and sustainability goals.

Download the case study to explore how the SEW Digital Customer Experience Platform + Digital Marketplace enabled seamless digital transformation, empowered customers with convenient self-service features and supported the utility’s journey towards a clean energy future

A Midwest-based utility provides regulated energy and natural gas services to over 1 million customers. With the sudden rise of COVID-19, customer expectations and the need for operational efficiency evolved. Resulting in the utility’s proactive decision to act promptly to the dire situation.

Partnering with SEW, the utility implemented SEW’s #1 Digital Customer Experience Platform, including the Smart Usage Platform, to address customer needs for digital experience and simultaneously digitize their operations.

By adopting SEW’s AI-powered CX platform:

• Easy digital access – Customers could view bills, payments, and usage data anytime, anywhere.
• Flexible payment options – Payment extensions and recurring payments made managing bills simple and convenient.
• Faster self-service – End-to-end, integrated self-service capabilities empowered customers to manage accounts efficiently while reducing call volumes.
• Real-time personalized updates – Alerts and messages kept customers informed and engaged.
• Improved efficiency and cost savings – Comprehensive customer insights and automated workflows optimized operations.
• Enhanced customer satisfaction – A seamless, personalized experience strengthened trust and satisfaction.

Download the case study to discover how the utility utilized the AI-powered CX platform to navigate the challenges posed by COVID-19 and adapt to rapidly changing needs.

This India-based energy utility has been serving its customers across multiple states in India! While its partners had individual and unique distribution requirements, customers' expectations were simultaneously increasing. To address these concerns, the utility recognized the need to implement a single integrated platform to streamline operations, partner needs, and customer needs.

The utility partnered with SEW and leveraged its #1 digital customer experience (CX) platform, including the Smart Disaggregation Platform, to drive customers' energy needs.

Download the case study and discover how the unified AI-powered platform enabled a seamless customer experience and streamlined utility operations.

Empowering customers in multiple regions of California for nearly a decade and a half, this leading energy-providing utility is on its tips to always be aligned with the customer’s wants and needs, optimize operations, and balance the grid. To enable this, the utility decided to leverage the emergency load reduction program (ELRP) created by the California Public Utilities Commission (CPUC). So, how did they do it?

By partnering with SEW and implementing the #1 digital customer experience (CX) platform, including the Smart Demand Response Management Platform, the utility not only streamlined enrolment and communication but also empowered over 700,000 households, including vulnerable and low-income segments to actively participate in demand response programs. This initiative strengthened grid reliability while fostering customer trust and promoting sustainable energy practices.

As a result, the utility balanced grid demands, improved reliability, and delivered real savings and incentives to customers, setting a new standard for demand response management and digital customer engagement.

Download the full case study to discover how digital innovation can make energy savings simple, impactful, and customer-centre.