Case Study: DTE Energy achieves a smarter, more inclusive customer experience with SAP

DTE’s Strategic Story of People Empowerment for Cleaner, Safer, and Smarter Energy

DTE Energy, a major utility serving millions of electric and natural gas customers in Michigan, needed a more efficient and accessible way to support a diverse customer base, especially low-income households. To address fragmented service, manual coordination, and financial inclusivity challenges, DTE Energy worked with SAP and SEW to modernize its customer assistance and account-management processes using SAP Self Service Accelerator (SSA) for Utilities.

SAP helped DTE Energy implement a 24/7 digital agency platform that streamlined pledges, payments, eligibility checks, and low-income assistance management across internal teams and third-party agencies. The results included more than $94 million in energy assistance delivered, 2,735 agency users onboarded across 174 organizations, and improved customer satisfaction, along with better operational efficiency and easier digital payment adoption.

DTE Energy

Angela Lipscomb

IT Manager - Portfolio Delivery