May 2022
Member Spotlight
Throughout 2022, SECC will recognize one member every month, providing an organizational profile and highlighting the member's accomplishments in the smart energy space.
About Smart Energy Water (SEW)
Smart Energy Water, with its innovative and industry-leading cloud platforms, aims to deliver the best digital customer experiences and mobile workforce experiences powered by AI, machine learning (ML) and IoT analytics to the global energy, water and gas providers. Trusted by global energy and water companies, connecting more than 1.01 billion people across 37 countries, SEW is building a strong technology foundation that allows electric, gas and water providers to become future-ready by harnessing the power of digital technologies.
Building the Best Customer and Workforce Experiences for Utilities
SEW has brought together like-minded, passionately driven teams to develop the world’s leading Digital Customer Experience, Digital Workforce Experience, Smart AI/ML Analytics Platforms that address key business challenges for the energy and utility industry. Each SEW Platform is a category leader, with a robust technological foundation, delivering tangible and intangible benefits for the clients. Recently, San Diego Gas & Electric (SDG&E) was recognized for its superior digital experience through the implementation of SEW's self-service platform. Learn how energy providers can build the best digital experiences here.
Powered by Emerging Technologies
Using technologies such as AI, ML, IoT, NLP, Analytics, Cloud and Mobility, SEW has developed several use cases for multiple business processes in its customer and workforce experience platforms. These include optimizing the entire customer journey through intelligent insights, delivering AI-powered chatbots, online smart marketplace solutions, comprehensive mobile workforce management, water- and energy-saving reports and more. Learn about SEW’s Intelligent Experience Platform here.
eMobility and Smart Home Integrations
As part of operationalizing decarbonization and achieving sustainability goals, SEW partners with energy providers and stakeholders to drive greater eMobility adoption. By allowing customers to better manage and control their electric vehicles and smart devices, its latest innovations enable energy providers to deploy behavioral demand response programs and provide bundled experiences that support the delivery of seamless and superior customer experiences.
Advanced Intelligent Communications
With SEW platforms, providers can drive proactive and personalized engagements with customers. It offers channel parity and consistent omnichannel experiences across text, voice, email, IVR, push, social media and chatbots. It’s smart chatbots and live agents allow for intelligent communications and deeper customer-utility relationships.
Revolutionizing Billing and Payments
In light of the expanding adoption of digital billing and payment options, SEW has introduced new features around 24/7 billing and payment support, optimizing revenue cycles, preference-driven payment interactions, driving intelligent engagements with chatbots and educating customers on online capabilities. These innovations have also focused on ensuring payment flexibility, especially considering pandemic moratoriums by implementing customized payment arrangements. More on SEW Billing and Payments here.
Energy and Water Efficiency Programs
SEW is introducing innovations around energy efficiency programs to accelerate the industry's net-zero agenda. These programs are helping utility providers drive environmental education through AI/ML-powered insights, personalized incentives and sustainability initiatives. Southern California Gas (SoCalGas) is one utility that is making energy savings easier for 21 million Californians with SEW's digital customer experience (CX) platform. Through the enhanced self-service capabilities, SEW facilitates increased renewable program adoption and racial equity among utility customers.
Field Service Innovations and Connected Customer-Workforce Experiences
SEW's platforms are at the center of evolution of the digital-powered utility ecosystem. With its workforce innovation solutions, admins manage assets and inventory throughout the lifecycle, from tracking to predictive maintenance. Skilled technicians can remotely support field workers and collaborate digitally. Field workers are gaining the convenience and comfort of accessing information related to customer queries, assets, inventory, work orders, etc., via their mobile phones. The platforms build a connected ecosystem with close collaboration of field workers and customers, thus removing silos and improving transparency.
Circular Economy and ESG Agenda
The technological innovations promote circular economy processes within utility operations to add value and provide a competitive advantage. It helps develop the energy-water nexus, support the transition to a low-carbon economy, address global challenges and social issues, and elevate energy and water equity. It facilitates reducing operational footprint, demonstrates environmental, social and governance practices, and engages, empowers and educates billions of people across the globe to save energy and water for a sustainable future.
