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DTE Energy Utilities | NA SAP Service Cloud SAP Self Service Accelerator (SSA) for Utilities by SEW
Utilities
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.
>$94M Energy Assistance Provided to DTE customers since launch 2,735 Agency Users Have adopted the digital platform since launch
Headquarters United States
Products Electric and natural gas utility
Web Site
dteenergy.com
Business Challenges • Faced with the dual challenge of evolving energy demands and the need for inclusive customer support, DTE Energy embarked on a transformative project. • Serving a diverse customer base in Michigan, including a significant segment of low-income individuals, necessitated a more efficient and accessible approach to customer service and financial assistance. • The company recognized the urgency to streamline its customer service operations and enhance financial inclusivity. Customer Benefits • The platform’s implementation has been transformative. Customer satisfaction has soared, reflecting the seamless experience and proactive support provided. Digital agency adoption has surged, showcasing the platform’s accessibility and easy-to-use interface. • Customers have embraced digital payment methods, enjoying the convenience and efficiency they offer. For utilities, the platform has become a catalyst for substantial savings, optimizing collection processes and enhancing revenue streams. • The scalable platform can be easily integrated with multiple systems, such as CRM and CIS. As part of the roadmap, it will also be integrated with DTE's in-house chatbot to enhance customer experience further and build stronger customer communications. “The platform deployment effort is a brilliant example of what can be achieved through collaboration when we are all working to achieve a common goal. The team’s ability to deliver a multifaceted solution on schedule, is a reflection of the commitment by every person on the team.”
Angela Lipscomb IT Manager - Portfolio Delivery DTE Energy
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