|[September 25, 2013]
Capgemini Study Finds Utilities Can Generate a Digital Advantage by Prioritizing Customer Satisfaction and Asset Optimization
NEW YORK --(Business Wire)--
Capgemini (News - Alert), one of the world's foremost providers of consulting,
technology and outsourcing services, today released findings from its
inaugural Digital Utility Study produced by IDC (News - Alert) Energy Insights. The
sponsored study finds more North American utilities need to make
customer satisfaction and asset optimization priorities to enhance their
For the Capgemini sponsored study, IDC Energy Insights conducted
in-depth interviews with senior executives to understand the most
pressing business and IT investments their leadership teams focused on
to generate a digital advantage. Executive respondents were from IT,
distribution and customer service specialties at leading North American
utilities with an average customer base of five million to more than $10
billion in annual revenue.
Executives agree that becoming more digitally savvy to remain
competitive in this market will hinge on utilities' ability to improve
customer satisfaction and asset optimization. They believe that for them
to be successful and improve these areas of the business, a proper
assessment of current analytics capabilities and data management
practices is absolutely vital. More than other new technologies,
analytics will have the most impact and influence over their operational
and business models over the next five years. As more data is generated
from technology deployed on the grid and customer interactions,
utilities believe analytics will provide the information and insight
necessary to sustain utilities' reliability and improve operational
If utilities aim to accelerate their digital transformation, there are
three areas they need to consider pursuing:
Develop a Long-Term Advanced Analytics Strategy Currently,
most analytics are project based. Utilities need to focus on long-term
success by leveraging analytics across the operational infrastructure.
They will be well served by developing a strategy that recognizes
where analytics can provide the most business value and then leverage
the appropriate tools and templates to recognize value.
Evaluate Customer Engagement Methods to Improve Satisfaction
Levels: Utilities will need to redesign current business processes
and systems in order to leverage customer information and multiple
communication channels. Enabling access to their social media channels
via mobile devices will become an important bi-directional way for
utilities to educate, motivate, and interact with their customers,
especially during outages.
Optimize the Distribution Grid: Utilities must evaluate their
current distribution management systems for function and integration
with other operational systems to streamline data sharing. In
addition, utilities should develop a framework to evaluate and assess
any extensions to their systems to support advanced analytics
strategies and tools.
"For years, North American utilities have been successfully meeting
customer demands and delivering energy to homes and businesses by being
proactive, responsive and innovative," said Dave DuCharme, vice
president, Smart Energy Services, Capgemini. "Those same traits will
serve utilities well in their digital transformation efforts which
require a commitment to evolving business and IT strategies to improve
customer and operational engagement."
"Utilities understand that their success increasingly depends on how
well they are prepared for a more digitalized world," according
to Jill Feblowitz, vice president, IDC Energy Insights. "Utilities
are enthusiastic about giving their employees the tools that they need
to make better decisions. They are just starting to realize that
business processes will need to be adjusted to accommodate this new
For more information on Capgemini's digital utilities study, please
With more than 125,000 people in 44 countries, Capgemini is one of the
world's foremost providers of consulting, technology and outsourcing
services. The Group reported 2012 global revenues of EUR 10.3 billion.
Together with its clients, Capgemini creates and delivers business and
technology solutions that fit their needs and drive the results they
want. A deeply multicultural organization, Capgemini has developed its
own way of working, the Collaborative Business ExperienceTM,
and draws on Rightshore®, its worldwide delivery model.
Learn more about us at www.capgemini.com.
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