It’s no longer just about keeping the lights on – there are growing complexities in today’s utility industry. Providers are expected to provide customer service, accurate reporting and user-friendly tools while accommodating each customer’s preferred communication method and device. And with rising energy prices, customers have become much more involved in managing their energy consumption and require more support to help them control costs without sacrificing comfort.
At the same time, the growing demand for renewable energy coupled with deregulation and decentralized generation is shifting the utilities value chain and forcing operations to become more integrated. This shift is expected to affect 70% of business processes, many of which are complex but still operate manually and independently of other functions, with limited information sharing.