Respond­ing to cus­tomers’ ser­vice requests and pro­cess­ing them on time is crit­i­cal in win­ning their con­fi­dence and sat­is­fac­tion. DTE has embarked on a jour­ney to reduce the time to process such requests by estab­lish­ing a net­work of inte­grat­ed appli­ca­tions and busi­ness process automation. 

In this ses­sion, you’ll learn how DTE Energy: 

Deployed a cloud-based or hybrid case man­age­ment sys­tem to accu­rate­ly track the claims life cycle, min­i­mize process delays, and bridge com­mu­ni­ca­tion gaps with customers 

Pro­vid­ed self-ser­vice capa­bil­i­ties to the cus­tomer to sub­mit and track claims online 

Mod­ern­ized the busi­ness process, report­ing dash­board, and insights strat­e­gy to pro­vide more real-time and high-val­ue views to the business 

Enabled the busi­ness to extract action­able infor­ma­tion that can help reduce the recur­rence of such damages 

Require­ments

Self-ser­vice report­ing and track­ing of claims 

Auto­mat­ed noti­fi­ca­tions to cus­tomers on their pre­ferred channels 

Auto­mat­ed esca­la­tions and work­flows to process dam­age claims on time 

Mon­i­tor impor­tant KPIs to improve cus­tomer service 

Tech­nolo­gies

Inte­grat­ed on-premis­es ISU/CRM sys­tem with SAP Ser­vice Cloud 

Cus­tomer-fac­ing self-ser­vice por­tal using SAP Commerce 

Auto­mat­ed noti­fi­ca­tions to cus­tomers via Sinch Email/​SMS/​Voice

Stor­age of claims-asso­ci­at­ed doc­u­ments in Open­Text extend­ed ECM 

Key Take­aways

Set­ting up SAP Ser­vice Cloud for Utilities 

Pro­cess­ing cus­tomer dam­age claims using SAP Com­merce and Ser­vice Cloud 

Estab­lish­ing closed-loop cus­tomer expe­ri­ences when pro­cess­ing dam­age claims