The State of the Utilities Industry

In preparation for the 2020 ASUG Best Practices: SAP for Utilities conference, the ASUG events team uncovered the industry’s key pain points, day-to-day challenges, and current trends. We have identified the following areas of focus utilities professionals are facing today through one-on-one conversations with organizations, thought leaders, and stakeholders that are leveraging SAP technology to help run their businesses.

These insights will help us develop a conference agenda that’s specific to the SAP utilities network. Complete the form below to download the complete research report.

To learn more about ASUG research and how your industry peers are adapting to the changing environment, register for our upcoming webcast.

2020 Hot Topics:

Multichannel customer interaction/customer experience:
Today’s utilities companies must be in the business of serving customers through their preferred channels, whether that’s via phone, email, or online chat. Missed opportunities in this area definitely hit the bottom line.

Migrating to SAP S/4HANA:
Despite their interest in SAP S/4HANA, the majority of SAP utilities customers are still on SAP ECC. Compared with other industries, utilities companies use a greater variety of utilities-specific SAP products. More than half depend on the industry-focused SAP Industry Solution for Utilities (SAP IS-U), and they all have a deep desire to hear the experience of other utility customers at each stage of their SAP upgrade.

Using analytics/reporting to drive business decisions:
Driving better decision-making through data is high on the list of priorities for utilities. Smart meters, the smart grid, and Internet of Things (IoT) devices all generate large volumes of data. For this data to drive value, these customers need analytics, dashboards, and reporting to consolidate information and surface important insights.

Field operations and mobility:
Use of smartphones and tablets by utility employees and customers have forced utilities to deal with the challenges of the new mobile era. Mobility has affected the speed of the utility’s digital transformation, with employee and customer expectations increasing rapidly. Customers are interested in learning how mobile technology has helped utility organizations become more nimble, responsive, and efficient.

Managing innovation through agile processes:
Historically, utilities have heavy capital investments and little to no competition, making rapid evolution difficult. SAP utilities customers want to keep pace with the changes in technology and business. They want to be agile and scale quickly to better serve customers and employees.


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