How SAP made it in the utility sector
John Waymire, Vice President at Capgemini, comments on use of SAP in the utilities industry.
5 August 2008
Publication
SAP is a popular software option for companies in the utilities sector. Deregulation in this sector, together with globalisation and Y2K-compliance have driven utilities to use SAP.
John states: “SAP is a major software company to make a commitment to the utilities sector and stay with it...SAP has a strong [product] for managing metering in the utilities sector.”
John elaborates on the reason behind its success, explaining that the software is able to integrate various business tasks in a way that improves efficiency. For instance customer relationship management at a utility concerns dealing with customer queries on their bill or calling out engineers if there is a power cut or the water mains has burst. The seemingly trivial task of taking a call from a customer and responding to the request requires the call centre operator to use several pieces of software. By integrating these, the SAP software is able to automate workflow and so allow a request taken from the call centre’s CRM application to initiate a series of tasks culminating in an engineer being sent out.
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