Case Study: Snohomish County Public Utility District achieves faster, compliant customer communications and enterprise content control with OpenText

Snohomish County Public Utility District uses OpenText Suite for SAP® to power content generation and management

Snohomish County Public Utility District, the second-largest publicly owned utility in Washington serving over 345,000 electric and 20,000 water customers, faced growing information sprawl, strict regulatory and public-records demands, and an outdated communications system. The utility produced hundreds of thousands to millions of documents annually (invoices, letters, notices) and struggled with slow, channel-limited customer correspondence—changes could take three to four months—while customers expected faster, multi-channel access to information.

Snohomish County PUD implemented the OpenText Suite for SAP—Extended ECM for SAP Solutions and Document Presentment—to connect unstructured and SAP content, automate records management, and modernize customer communications. The platform improved field access to documents, sped up letter-change turnaround to two to three weeks, reduced call-center handling time, lowered compliance risk, and achieved strong enterprise adoption through a dedicated information governance program.

Snohomish County PUD

Jill Stelter

Enterprise Content Manager