{"id":716812,"date":"2024-04-03T09:04:03","date_gmt":"2024-04-03T14:04:03","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?post_type=client-story&#038;p=716812"},"modified":"2025-03-05T04:50:04","modified_gmt":"2025-03-05T09:50:04","slug":"electric-utility-company-improves-customer-service-experiences-with-sap-crm-modernization","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/us-en\/news\/client-stories\/electric-utility-company-improves-customer-service-experiences-with-sap-crm-modernization\/","title":{"rendered":"Electric utility company improves customer service experiences with SAP CRM modernization"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable is-style-default header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2024\/03\/6193_blog_image.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2024\/03\/6193_blog_image.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2024\/03\/6193_blog_image.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2024\/03\/6193_blog_image.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2024\/03\/6193_blog_image.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2024\/03\/6193_blog_image.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2024\/03\/6193_blog_image.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2024\/03\/6193_blog_image.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2024\/03\/6193_blog_image.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:92% 12%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client story<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Electric utility company improves customer service experiences with SAP CRM modernization<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2024\/03\/Canadian-Utility-Company-Case-Study.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download client story<\/span><span class=\"type\">1 MB  pdf<\/span><\/a><\/div><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: Canadian utility company<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: Canada<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Industry: Utilities<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/us-en\/news\/client-stories\/electric-utility-company-improves-customer-service-experiences-with-sap-crm-modernization\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/us-en\/news\/client-stories\/electric-utility-company-improves-customer-service-experiences-with-sap-crm-modernization\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Capgemini migrates legacy CRM to SAP Service Cloud and Qualtrics to accelerate digital transformation and enhance the customer experience<\/h2><p class=\"intro-para-content\"><strong>Client challenges:<\/strong> A Canadian utility company wanted to modernize its CRM system to make customer service more customer-centric and reduce operating costs.<br><br><strong>Our approach:<\/strong> End-to-end SAP Service Cloud and Qualtrics implementation, including solution architecture, process design, data migration, change management, deployment and product support.<br><br><strong>Business outcomes:<\/strong> <\/p><ul class=\"box-list\"><li>Faster service response and resolution times<\/li><li>New feedback channels connecting the company to its customers<\/li><li>Reduced total cost of ownership (TCO) for maintenance costs<\/li><\/ul><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content section--story-content article-body\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>An electric utility company based in Canada is dedicated to powering a clean-energy future with performance, innovation, and service excellence.<br><br>With an aging customer relationship management (CRM) system, it was time for the organization to update its infrastructure in a way that improved customer experience, ensured that its digital environment could continue to operate at scale, and supported its transformation initiatives.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-client-challenges\"><strong>Client challenges<\/strong><\/h3>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-ready-for-change\">Ready for change<\/h4>\n\n\n\n<p>The company wanted to strategically modernize its legacy on-premise CRM system by implementing a cloud-based solution aligned with its plan to migrate to SAP S\/4 Hana in the future. There was also a business need for an enhanced approach to customer service management that was more customer-centric and aligned with its cloud-based transformation strategy.<\/p>\n\n\n\n<p>The company established two goals for its modernization project: deliver a cloud-based CRM solution and improve the entire customer experience. The company needed a strategic partner that could deliver a secure business model and IT transformation.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-our-approach\"><strong>Our approach<\/strong><\/h3>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-a-seamless-transition-forward\"><strong>A seamless transition forward<\/strong><\/h4>\n\n\n\n<p>Capgemini was chosen as the strategic partner to lead the end-to-end implementation of SAP Service Cloud and Qualtrics. This was primarily due to Capgemini\u2019s experience helping customers with customer-first SAP transformations, including solving critical customer service challenges while avoiding business impact and de-risking the pathway to migration.<\/p>\n\n\n\n<p>Capgemini worked with the utility organization across a range of activities, including:<\/p>\n\n\n\n<p>\u2022 Integrating SAP Service Cloud and Qualtrics across the enterprise<br><br>\u2022 Migrating data from SAP CRM to SAP Service Cloud<br>\u2022 Ensuring solution security and compliance<br>\u2022 Safely decommissioning its old SAP CRM solution with zero business impact<\/p>\n\n\n\n<p>These objectives enabled a seamless transition to the new CRM system, ensuring that the utility organization could continue to operate at scale as it evolved its digital architecture. The dual implementation of SAP Service Cloud and Qualtrics was fundamental to enabling dynamic and personalized customer service experiences.<\/p>\n\n\n\n<p>Capgemini also conducted performance testing and led organizational change management, training, deployment, and support efforts. This ensured the utility enterprise was up-to-speed on evolved technology, and that the solutions were seamlessly integrated.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-business-outcomes\"><strong>Business outcomes<\/strong><\/h3>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-enhancing-efficiency-with-sap-service-cloud-and-qualtrics\"><strong>Enhancing efficiency with SAP Service Cloud and Qualtrics<\/strong><\/h4>\n\n\n\n<p>The SAP Service Cloud and Qualtrics implementation put the organization on course towards its broader ERP transformation and complete revamp of its digital ecosystem. These applications also put the organization on track to deliver customer self-service options \u2013 a pursuit that was a top priority for the organization.<\/p>\n\n\n\n<p>This new system gives visibility into end-to-end complaint management and customer feedback, enabling a direct link to customers and delivering faster response and resolution times. This enhanced the customer service experience and gave the organization a better way to use data to continually improve.<\/p>\n\n\n\n<p>The organization also reduced TCO and infrastructure maintenance costs, improved rollout times with the seamless integration of internal and external systems, and reduced onboarding times for end users and agents by providing an intuitive user interface.<\/p>\n\n\n\n<p>With SAP Service Cloud and Qualtrics, the organization could better serve its customers with efficiency, reliability, and resiliency.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2024\/03\/Canadian-Utility-Company-Case-Study.pdf\">Download client story<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":191,"featured_media":717164,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"4a4daf56-81cf-453a-8c28-c21d9ee19181\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"9240a355-4084-4da5-b349-b5007957bc4a\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":""},"tags":[],"brand":[],"service":[],"industry":[100],"partners":[177],"country":[],"content-group":[],"class_list":["post-716812","client-story","type-client-story","status-publish","has-post-thumbnail","hentry","industry-utilities","partners-sap"],"yoast_head":"<!-- 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