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Simplifying the Customer Experience at CS Week

This week, I attended the annual CS Week Utility convention in Charlotte, NC.  CS Week is touted by the sponsors as the premier utility customer service conference for managers and executives at investor owned utilities, cooperatives, municipalities and government entities. 

SAP sponsored the CS Week Executive Summit, participated in the CS Week Synergy Group as well as showcased our award winning solutions in the large Exhibit Hall for meter-to-cash and customer service-related Smart Infrastructure vendors.  There were over 1700 attendees and over 125 vendors at this year’s convention.

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The host utility this year was Duke Energy, the nation’s largest utility. One of the most attended keynotes was that of Lynn Good, CEO of Duke Energy.  I think the EnergyBiz article of Ms. Good’s keynote captured it best: Time to rethink customer service.  She talked about getting closer to the utility customer by creating a “customer centric culture.”  I could not agree more!

In years past, Utility professionals were interested in the call center operations; how easy is the process to handle customer calls, how flexible is our system for specific operations, how many others like me are using SAP, etc.  This year was different.  This year, EVERY Utility professional came to our booth and wanted to see SAP’s MultiChannel / OmniChannel solutions and learn how our mobile apps worked interacting with customers and how it integrated to SAP.  To learn what they saw, click this Link.

Each year, CS Week gives an award for the best customer system implementation achieved in the previous year. SAP Utility customer Pepco Holdings, Inc. won the coveted best customer system implementation announced at the CS Week Expanding Excellence Awards presentation. SAP congratulates PEPCO Holdings, Inc. for winning this prestigious award in the Level 1 category. This is the second year in a row that a Level 1 SAP customer has won this award!  Go here for more details on the stringent requirements for winning this award and follow Pepco on twitter @PepcoConnect

SAP also announced and demonstrated our Cloud for Customer solution for the call center.  This solution is fully integrated with the SAP Customer Relationship and Billing solution and leverages our B2B Cloud for Customer solution for Key Account Managers announced last year.  Our B2B and B2C cloud solutions provide an easy to use, lower total cost of ownership deployment option for all utility customers, regardless of size and complexity.  Learn more about our Utility Cloud for Customer solutions here.

To stay in touch with SAP as we help simplify the customer experience, please subscribe to the Utility Headline Newsletter by emailing and following us on twitter at @SAPIndustries #utilities.  I look forward to our continued journey together at SAPPHIRE next week and at our SAP for Utilities conference in September.

SAP is listening and committed to helping you run simple!

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