Customers are Left in the Dark on Energy Usage
- Customer receives their monthly energy bill and observes a higher amount than previous month
- Customer is not given any information on their energy usage or the underlying reason for a high energy bill
The Connected Mindset
Bringing Vertical-Specific AI Innovation in Utilities
Connected Platform Philosophy at SEW.AI
In an era defined by digital transformation and climate change, the utility industry stands at a critical juncture. Traditional methods can no longer meet the escalating demands of the grid, the diverse needs of customers, or evolving operational challenges. New requirements such as renewable energy integration, eMobility transition, water conservation, and energy affordability are reshaping the industry landscape. Siloed processes are insufficient; integrated solutions are required for a connected ecosystem—one that bridges customers, field workers, customer service, and grid management.
At SEW.Ai, we embrace the People+AI approach to build integrated, connected experiences through our digital platforms. By leveraging the immense scale of AI technology, we drive people empowerment across the globe, touching the lives of billions. Our vertical-specific AI platforms are designed to seamlessly integrate diverse elements of the utility sector, enabling a more responsive and efficient approach to modern challenges. SEW’s AI Platform provides the energy and water Operating System (OS) that serves as the technological foundation across the utility ecosystem, delivering connected experiences across all touchpoints. We are the only technology company providing integrated digital platforms to the utility industry to meet their critical needs.
SEW’s AI philosophy serves as the foundation of our vision, propelling us into an era of transformative innovation within the industry. Rooted in the belief that by leveraging AI technology to connect billions of people, significant strides can be made in conserving energy and water.
What Does the Connected Experience
Glow-Up Mean for Energy and Utilities
Before
Bridging the Gap
From Pointed Solutions to Vertical Specific Connected Platforms
From Fragmentation to Integration
The End-to-End Connected Platform Journey
With Fragmented and Disjointed Applications
With SEW’s Connected AI Platform
With SEW’s Connected AI Platform
Customers are Empowered to Manage their Energy Usage
- Customer receives timely high usage alerts on their preferred channel of communication
- Customer can view interactive graphs to monitor and analyze their energy usage effectively
Limited Customer Participation and Savings
- Customer must manually search for energy-saving programs and does not receive any personalized incentives
- Access to energy-saving events is cumbersome and unclear, making participation and enrollment difficult
Lengthy Wait Times and Siloed Processes
- Customer has to call the contact center and wait in long queues to raise a service request, leading to frustration
- Customer service agent struggles with fragmented processes, causing delays in processing requests, accessing information, and responding to customer queries
Digital Self-Service and AI-Driven Customer Service
- Customer can use one-click digital self-service options, or even in-built chatbot to raise service request within seconds. Customer also receives real-time alerts on the status of their service request
- Customer service agent has access to integrated, AI-powered platform that provides complete 360-degree insights on customer data. Service agent can respond faster, deliver personalized experiences and improve customer satisfaction
Manual Processes Lead to Delays and Poor Service
- Field worker must manually manage their schedules and navigation routes, often with incomplete information, leading to delays and poor service
- Customer faces delays in receiving service updates due to inefficiencies in scheduling and communication
AI-Scheduling and Real-Time Tracking Enhance Field Service
- Field worker is empowered with detailed view of their work orders, which are created through AI-powered automatic scheduling. Field worker also benefits from GPS-enabled route optimization features to navigate to service locations efficiently
- Customer receives real-time alerts with detailed information about the field worker, estimated time of arrival, and live tracking
Manual Feedback and Limited Insights Hinder Service Improvement
- Feedback collection is disjointed, with manual processing and limited insights for improvements
- Utility admins lack a single point of all data insights to run efficient outreach campaigns
Here's How We Do It
Vertical-Specific AI-Powered Connected Platforms
Revolutionizing customer experience, SmartCX offers intuitive interfaces and personalized insights. From managing usage to savings programs and seamless billing, SmartCX redefines the customer and utility interactions.
Empowering the field workforce with advanced capabilities, SmartWX provides intelligent scheduling, route optimization, and real-time access to work orders. Additionally, it enables predictive maintenance, ensuring enhanced workforce experience and productivity in field operations.
Unlocking valuable insights from data to optimize operations, SmartiX analyzes consumer behavior, and enables enhanced decision-making across the utility ecosystem.
Building connected business experience, transforming customer service operations, streamlining processes, reducing call volumes, and driving agent empowerment through SmartBX.
Transforming energy transactions through AI and blockchain, SmartGX empowers consumers to participate in energy marketplaces, integrates distributed energy resources, and contributes to a sustainable grid.
SmartBITS allows seamless integration of disparate systems, enhances operational workflows, ensures data security, and facilitates connectivity across applications.
Why Choose
Our Connected AI Platform
Industry’s Only Fully Integrated Customer-Workforce-Business Experience Platform
Scalable, Flexible, and Future-Proof Technology Platform, Built Exclusively for Utilities
Advance Operational Efficiency through Seamless Workflows and Streamlined Integrations
Achieve Substantial Cost Savings with Lower Operational and Service Center Expenses
Elevate Customer Satisfaction with Highly Personalized Experiences
Drive Enhanced Innovation with Vertical-Specific AI Designed to Tackle the Unique Needs of the Utility Industry
Accelerated Time to Market with Rapid Deployment of New Innovations
Seamless Integrations with Existing Systems and Third-Party Applications
Advance Revenue Opportunities and Unlock New Revenue Streams
Stories of Success
Sydney Water, Australia’s largest water utility, recognized the need to move from fragmented to holistic service delivery, elevate visibility into utility services, enhance communication, and deliver personalized and real-time experience to its customers.
The utility adopted SEW’s digital customer experience platform (SmartCX) to offer its customers a self-service ‘My Account’ platform. Powered by AI/ML Analytics, the platform was integrated with the existing legacy system and aimed to elevate the customer experience for their mass-market and real-estate agent customer segments. The utility leveraged the platform to deliver personalized insights into each customer across customer segments, enabling visibility, better communication, and proactive issue resolution.
Kathy Hourigan
General Manager Customer Services
Sydney Water
Our journey towards customer centricity commenced a few years ago with the implementation of our Customer Experience Platform (CxP) for SAP ISU & CRM. Following that successful implementation, we were keen to build on those foundations and provide customers with a much-improved digital experience. The Digital Customer Platform has done this with the launch of a new Sydney Water website, campaign and marketing management tool, content management and a much anticipated ‘My Account’ portal for customers. The result is a transformational change for our customers and our people. Customers can self-serve via a channel and at a time that’s convenient to them. Our people are happy too as the solution is integrated to CRM, making it easier for them. With more customers using My Account, our people now have more time to focus on higher-value activities. We’re delighted with the outcomes of this initiative, and the benefits to both customers and our business have exceeded all expectations.”
Stories of Succes
DTE Energy stands as a pillar of reliability in the ever-evolving energy landscape. With a commitment to serving 2.9 million electric customers and 1.3 million natural gas customers, DTE Energy is illuminating homes and powering businesses. It is committed to community growth and citizen prosperity.
At the core of DTE Energy's customer-centric approach lies a strategic partnership with SEW, which has facilitated the adoption of Digital Customer Experience (CX) Platform. This platform has streamlined customer service and enhanced operational efficiency. As part of the digital transformation strategic initiative, the platform provides the necessary tools and features to assist the management of utility accounts for low-income customers and provide them with the required financial support.
Angela Lipscomb
IT Manager
DTE Energy
Our journey with SEW started back in 2021–22. Our previous solution involved working with state agencies, and we had a portal in place. However, it didn’t support real-time payments to help our customers more effectively and ensure their energy wasn’t disrupted.
With SEW’s Digital CX Platform, we already had a business case in play. It was just a matter of establishing the partnership, reviewing the overall requirements, and starting our journey of working with SEW.
Stories of Succes
Liberty Utilities, one of the largest utilities in North America, provides safe, high-quality, and reliable services to 1million+ customers with a diversified portfolio of rate-regulated electric, natural gas, water, and wastewater collection utility systems and transmission operations in over 26 provinces and states across US and Canada.
To meet rising expectations and deliver a personalized experience to their vast customer base, the utility selected SEW as their technology platform partner. The platform served as a one-stop platform for customer communication and integrated service delivery. It also caters to a multitude of customer segments- be it residential, enterprise, or commercial – and can easily support an expanding customer base as Liberty Utilities continues to grow geographically.
Johnny Johnston
Chief Operating Officer
Liberty
Our relationship with SEW has been constructive, agile, and customer-focused. As a utility that works across so many different jurisdictions—with a gas business, a water business, and an electric business—having a way to engage with our customers in a consistent manner and a platform that enables this has been the vision and mission of our partnership with SEW.
It is easier said than done. But bringing all of those different legacy organizations onto a consistent platform has been quite a journey. At times, it has been challenging for both us and SEW, but we are really pleased with the progress we are making.
Stories of Succes
American Water is the largest regulated water and wastewater utility company in the United States. It is providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people with regulated operations in 14 states.
American Water embraced digital innovation on an unprecedented scale. Through their partnership with SEW and adopting the AI-powered Digital Customer Experience (CX) platform, American Water streamlined utility management. This multi-year project aims to empower millions of people and drive large-scale digital transformation, laying the foundation for a future where utility services are seamlessly integrated into the lives of millions of people.
Timothy Bock
Associate Director, Software Engineering
American Water
We spend the last several years trying to implement technology for our customers which bear high cost of ownership and customization demands.
SEW Platforms are helping us get to our technology needs quicker with very few customizations needed, a reduced cost of ownership and better rates for our customers.
Stories of Succes
Alectra Utilities, one of Canada’s largest utility companies, serves over one million homes and businesses across 17 communities, as a trusted energy partner. For Alectra, delivering on its promise of being a trusted energy ally meant addressing fragmented customer interactions, resolving operational inefficiencies, and tackling the complexities of grid modernization. Additionally, the increasing momentum toward eMobility adoption and the integration of distributed energy resources (DERs) demanded strategic foresight, bold innovation, and cutting-edge technological solutions to empower its customers and communities.
To address these challenges and seize emerging opportunities, Alectra partnered with SEW, a global leader in AI-powered energy platforms. This collaboration set the foundation for a comprehensive multi-phased transformation project, spanning customer experience, eMobility adoption, and grid modernization.
Brian Bentz
CEO
Alectra
We’ve been working with SEW for several years now, specifically on the CX platform. It overlays on our Oracle CC&B system. Our strategy is really around enhancing the customer experience—building a more personalized relationship with our customers to advance their experience, optimize their energy use, and build loyalty with us. This platform has done that. An unexpected benefit has been the ability to proactively communicate with our customers, whether it’s about high bill experiences or outages, estimated time of restoration, and doing all of this proactively via mobile device.
We’ve received tremendous feedback from our customers, who feel that we’re being proactive, that we care about them, and that we understand them. So, this is really exciting.
The SEW
Advantage
-
2.1 T+
Platform Transactions
-
Up to 40%
Higher bill Savings
-
Up to 40%
Reduced Operational Cost
-
1.21 B+
People Adoption
-
Up to 70%
Improved Operational Efficiency
-
90% more
Future Security