Case Study: Puget Sound Energy accelerates customer communications and data access with OpenText Suite for SAP Solutions

Washington State utility energizes customer experience with OpenText

Puget Sound Energy (PSE), Washington State’s oldest and largest utility serving about 1.5 million customers, faced slow, siloed document production and archiving processes that hindered customer engagement and digital delivery of bills and correspondence—despite producing roughly 80,000 items nightly and expanding renewable energy offerings. Legacy third‑party systems couldn’t support faster, omnichannel communications or quick ad‑hoc updates, creating delays for customers and service teams.

PSE implemented OpenText Suite for SAP Solutions—Document Presentment, Data Archiving and Extended ECM—tightly integrated with SAP to centralize content, enable multichannel delivery and speed archiving. The result: ad‑hoc correspondence updates that used to take four to five days now complete in less than a day, archival throughput rose to 1,200 documents per minute, data retrieval fell from minutes to seconds, and modernized, color bills and omnichannel options measurably improved customer experience.

Puget Sound Energy

Anu Iyer

IT Adviser