There are some important trends that are changing the utility sector, all the players involved need to understand the opportunity and evolve in order to maximize the "momentum".
Empowered customers, IOT convergence and the research of new digital models is the new scenario that Utilities should consider in order to excel in the new market, and again moreover a big percentage of customers will be available to pay more for a guaranteed good experience.
The real bet is to be able to manage all these different channels and interact with customers in 1:1 conversations towards different customer journeys, with increased competition and the ease with which customers will switch providers, this is a challenge every utility company needs to address. Customers expect a level of service from their energy provider at least equal to that provided by other industries, this means portals with self service capabilities, mobile apps, online customer service with chat functions.
SAP Hybris is leader in the market, with a verticalized solution for the utilities sector. The suite provide several features that allow a 360 degrees view of the consumer. SAP Hybris is a platform that offers robust support for both B2B and B2C business models and has customers in a wide range of industries around the world.
Among other features, the user has the ability to:
Thanks to the utility verticalization, the solution presents functionalities out of the box that give the opportunity to handle extra commodity products:
HYBRIS BILLING gives the possibility to create bundle of offers, invoicing different services in different way, recurrent, one shot, both of them. Business user will be able to configure new products in a friendly and simple way without programming, manage credit and costs, prepaid, subscription and so on.
They just presented at the International Utility conference in Lisbon their amazing results, in summary, the ACEA 2.0 plan has been structured on two major axes of the change management and digital processing: