Case Study: Saudi Electricity Company achieves end-to-end utilities service visibility with SAP Cloud for Customer

Direct Delivery of Utilities Account and Field Services with Modern SAP CRM

Saudi Electricity Company, the largest electric power company in the Middle East and North Africa, needed to replace scattered, paper-based, and offline customer service activities with a more transparent and accurate process. Working with SAP, the utility faced challenges integrating 18 service channels, coordinating call center, back office, and field teams, and implementing new approval rules across more than 10 million meters and 30,000+ daily tickets.

SAP implemented SAP Cloud for Customer (C4C) with integrations, workflows, tickets, and SAP PO to create end-to-end visibility for customer requests and field services. The solution consolidated 168 processes, enabled 100% of offline and paper-based activities to be trackable, supported 167 business processes, and moved 95% of utilities services into SAP C4C with a simplified UI; it also went live for 4,700+ users and now processes 200,000+ tickets per week.

Saudi Electricity Company

Zaid A. Al-Jendel

Executive Director, Technology and Infrastructure Sector