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


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


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


  • Srini Sastri, IT Architect, DTE Energy
  • Kumar Siva, IT Specialist, DTE Energy

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