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

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

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

Personalized Customer Engagement to Drive Energy Efficiency

  • Utility can analyze customer behavior patterns and usage data to provide personalized recommendations to customers for energy-saving programs
  • The enrollment process is easy and fast, engaging customers to participate in energy efficiency events, earning financial rewards

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

Automated Feedback and Data Integration enable Targeted, Insight-Driven Campaigns 

  • The platform collects and analyzes customer feedback, providing actionable insights to improve service quality
  • The platform is seamlessly integrated with backend systems and ensures complete data integration. The platform can segment customers based on behavior and usage analytics, and empowers utility admin to run targeted 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.

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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.

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Unlocking valuable insights from data to optimize operations, SmartiX analyzes consumer behavior, and enables enhanced decision-making across the utility ecosystem.

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Building connected business experience, transforming customer service operations, streamlining processes, reducing call volumes, and driving agent empowerment through SmartBX.

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SmartBITS allows seamless integration of disparate systems, enhances operational workflows, ensures data security, and facilitates connectivity across applications.

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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.

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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

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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.”

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

Contact Us

Harness the Power of Intelligence for Connected Customer-Workforce Experiences
Let us show you what’s possible with SEW