Improve customer engagement by providing self-service capabilities to utility customers online or through a mobile device. With SAP Self-Service Accelerator for Utilities by SEW, you can support real-time, two-way communication between your utility business and customers.

• On-premise and cloud deployment
• Improved services and customer satisfaction
• Reduced call volumes and customer service costs
• Fast time to value to deliver ongoing innovation

Key benefits

Respond to utility customer demand quickly

Redefine your customer relationships by providing fast and convenient self-services available on the web and through mobile devices.

Enable real-time multichannel interactions

Integrate customer interactions into one intuitive and multichannel experience that’s accessible through an online portal and native mobile apps.

Gain a 360-degree view of your customer engagement

Deploy self-services with an ideal fit by connecting SAP Self-Service Accelerator to SAP Multichannel Foundation for Utilities and Public Sector and SAP HANA.

Key features

24x7 online account management

• Display customer profile information with personalized modules
• Authorize customers to manage their profiles, notifications, marketing preferences, and payments
• Give customers access and editing rights to their account information on a single sign-on view

E-bills and payments management

• Let utility customers manage billing and payment functions online
• Present customers with on-demand access to their current balance and billing details
• Accelerate the resolution of customer issues related to billing and payment

Self-service options

• Enable your utility customers to enter and log customer service requests
• Support move-ins, move-outs, and service transfers through a web portal or mobile app

Streamlined delivery of notifications

• Centralize notifications exchanged between a customer and your utility business
• Deliver a single view of communications business-wide

Electric vehicle management

• Enable customers to add electric vehicles to their system and view corresponding details
• Supply customers with a dashboard that details their charging plans and locations
• Offer personalized charge-time recommendations based on the needs of the customer’s electric vehicle

Analytics for energy and water consumption

• Empower customers with visibility into their electric, water, and gas usage
• Communicate costs by using chart displays for different periods
• Challenge customers to improve consumption with intuitive analysis

Energy efficiency and water conservation

• Show customers savings tips and their rebates through one point of access
• Authorize customers to view and enroll in energy efficiency programs through a web portal or mobile app
• Ease your customers’ ability to perform and undertake various energy and water savings measures

Real-time outage reports and alerts

• Provide customers with a single view of their current and planned outages
• Help customers communicate with utility customer service agents to address outage-related notifications

Continuous enablement of smart homes

• Bring to market a web portal or mobile app that allows customers to manage and control their home appliances and devices
• Meet customer expectations by enabling them to monitor and protect their homes from any location