Utilities

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Utilities are constantly looking at their operations and processes to build resilience in the aftermath of the pandemic. Firms are compelled to manage their customer expectations and demands as well as ensure the safety and security of their plant and field operations.

Besides this, the industry will witness some short-term effects, such as delays in capital projects and scrapping of planned activities, and long-term impact, such as shifting from a regulated regime to a deregulated one.

Digital technologies will play a key role in helping the utilities industry transform and innovate in the face of the immediate effects of the pandemic and in aligning to the long-term changes.

From measuring up to customer expectations to building a modern bullet-proof grid, there’s no room for missteps. Strict environmental regulations, emerging alternate suppliers and a raft of market reform policies have made certain of that. Energy grids are under regulatory supervision and must meet continuously increasing efficiency requirements. This has led to increased cost awareness, with the growing rollout of new technologies such as artificial intelligence (AI), digital twin and robotic process automation (RPA) being proof of this.

In energy sales, already low margins, either stagnate or reduce in highly competitive market areas, such as commodity B2B for power and gas, as well as solutions for B2C and B2B. At the same time, the pressure on the strong long-standing customer base is constantly high due to new market players. Maintaining a healthy customer portfolio and highly efficient churn management on the one hand, and massive reductions in unit costs for standard order-to-cash (O2C) processes on the other, has been a balancing act for years.

Capstone has extensive experience in working with some of the biggest utilities in the world and delivering transformational benefits. We offer innovative digital solutions that improve operational efficiency, optimize costs and increase customer satisfaction.