Case Study: Swaziland Electricity Company achieves streamlined customer service and regulatory compliance with Sage CRM

Sage CRM ensures Swaziland Electricity Company is the electricity for the future

Swaziland Electricity Company (SEC), a national utility, faced growing pressure to meet new customer service standards set by the Swaziland Energy Regulatory Authority (SERA). Their connection and supply process was largely paper-based, causing multiple reference numbers per customer, limited visibility for call-centre agents, slow turnaround times and difficulty tracking applications, outages and illegal activities.

Working with AccTech Systems, SEC implemented Sage CRM to digitize customer intake and service processes, including electronic data capture and signature pads. The solution eliminated paper forms, created a single customer view, improved accuracy and turnaround, and enabled accurate reporting against SERA standards—helping SEC deliver higher-quality, more consistent customer service at a lower total cost of ownership.

Swaziland Electricity Company

Sifiso Dhlamini

Corporate Communications Manager