Case Study: Enbridge Gas achieves lower operational costs and better customer service with SAP

Enbridge Gas Creating Intuitive Omnichannel Experiences Through Standardization and Simplification

Enbridge Gas, Canada’s largest natural gas storage, transmission, and distribution company, faced the challenge of unifying customer care after a merger and simplifying multiple operational processes to create a smoother omnichannel experience. To support this, the company worked with SAP and Deloitte, using SAP S/4HANA Cloud and SAP S/4HANA Utilities for customer engagement.

SAP implemented a single, standardized customer information foundation with automation, self-service tools, chatbot, and interactive voice response capabilities. The results included CAD 15 million in annual operational cost savings, a 15% increase in customers adopting digital transactions, and 40%–80% faster customer engagement solution speeds, while batch timings improved by 7.5 hours.

Enbridge Gas

Rebecca Schriver

VP, TIS GDS & Power