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 Facing challenges like siloed operations, outdated processes, and the need for paperless, efficient service delivery, SEWA partnered with SEW to lead a connected digital transformation.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.

Revenue collection is an increasing challenge for utilities amid economic pressures and rising customer debt. McKinsey reports that non-collectible revenues now exceed 2% across Europe and North America, leading to financial strain. Outdated credit-risk strategies and fragmented operations further complicate collections.

How can utilities enhance revenue recovery while ensuring a seamless customer experience?

In this insightful whitepaper, Mehul Trivedi, Chief Innovation Officer at SEW, explores how an omni-channel approach to customer engagement, service, and collections can transform utility revenue management.

Key insights include:

• Drivers behind revenue collection challenges
• How an omni-channel strategy improves engagement and payment behaviour
• Best practices for proactive, personalized payment solutions
• The impact of digital transformation on efficiency and cost savings

Download the whitepaper now.

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.

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.