Case Study: Puget Sound Energy achieves a unified, real-time view of customer data with BackOffice Associates

Puget Sound Energy Improves its View of Customer Data

Puget Sound Energy (PSE), a Bellevue-based utility serving roughly 1.4 million customers across the Puget Sound region (including Seattle, Tacoma and Olympia), faced a critical technology and data challenge: its 1990s-era customer information system (CIS) was obsolete, outsourced, and unable to support modern, real-time customer self‑service, detailed usage analytics or strict billing and regulatory requirements. A messy, voluminous legacy dataset and limited integration with outage and GIS systems made migration and in‑house modernization essential to meet customer expectations and future growth.

PSE replaced the legacy CIS with SAP for Utilities (integrated with its SAP ERP), kept customizations to a minimum, and completed an 18‑month implementation with a focused, co‑located project team. Partnering with BackOffice Associates and using SAP Data Services accelerated data cleansing and migration (over 45 million records with Six Sigma accuracy), enabling automated commercial billing, cutting monthly financial close from 7–10 days to about four, improving reporting and user productivity, and laying the groundwork for expanded self‑service and mobile capabilities for customers.

Puget Sound Energy

Aundrea Jackson

Project Manager