SAP Value Stories

Why SAP?

Enbridge Gas

• Ability to scale and support an expanding customer base while enabling innovations such as AI technology and analytics for inbound call prediction and routing using SAP S/4HANA Cloud • Global, industry-leading practices for simplification using the enterprise edition of SAP S/4HANA Utilities for customer engagement • Implementation support and deep industry experience provided by Deloitte and SAP ActiveAttention offerings, using SAP Integrated Delivery Framework for clear responsibility and accountability

15% Increase in customer base adopting digital transactions Reduced Annual operational costs by CAD 15 million by moving to a single customer information system

40% – 80% Increase in customer engagement solution speed

Utilities | Canada SAP S/4HANA Cloud, enterprise edition of SAP S/4HANA Utilities for customer engagement, SAP Active Attention, and SAP Integrated Delivery Framework Creating Intuitive Omnichannel Experiences Through Standardization and Simplification Enbridge Gas Inc. is Canada’s largest natural gas storage, transmission, and distribution company, serving customers for more than 170 years. The distribution business provides safe, affordable, reliable energy to about 3.8 million customers and is leading the transition to a clean-energy future through net-zero emissions targets and investments in innovative, low-carbon energy solutions. Following a merger that made the company one of the largest natural gas utilities in North America, Enbridge Gas looked to create a fluid omnichannel experience for its customers. To achieve this aim, Enbridge Gas needed to integrate its two utilities organizations and standardize and simplify its operational processes to deliver new levels of customer care.

Challenges • Complex system landscape & integration. No Single source of truth • High operating & maintenance costs

Outcomes

• Optimized operations, inventory and supply chain management • Improved employee productivity and customer experience/ satisfaction • Improved TCO (Total cost of ownership)

“Thanks to SAP solutions, we have a consistent customer and user experience and have simplified our technology landscape while creating a platform for innovation and future growth.”

VP, TIS GDS & Power, Enbridge Gas Inc. -Rebecca Schriver

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