Customer centric digital platform for utilities: Process to value

| Point of View

The role digital technologies play in transforming how utilities and customers interact

Energy conservation can be powerfully addressed through the introduction of digital technologies like smart meters and smart homes. Consumers have huge expectations from these smart energy services.

However, the majority of consumers have limited awareness about the extent of their own active involvement in energy management. Utilities need to promote greater customer involvement by improving information flows to consumers through trusted and preferred communication channels.

The Customer Centric Digital Platform needs to seamlessly connect customers with the utility’s front & back-office processes, providing a personalized multi-channel experience. However, this platform also needs to leverage the information and processes residing in existing IT investments in a ‘wrap & renew’ strategy to reduce overall investments required for this digital transformation. The benefits are high customer satisfaction, a seamless multichannel experience, maximum operational efficiency with minimum additional investment, and the leveraging of existing IT investments to deliver new products and services.