Case Study: Eugene Water & Electric Board (EWEB) achieves digital-first customer engagement and sustainability with SAP

EWEB’s Digital Transformation: Elevating Customer Experience and Sustainability with AI & Automation

Eugene Water & Electric Board (EWEB), Oregon’s largest customer-owned utility, needed to replace fragmented legacy systems that made billing, payments, service requests, rebates, and bill assistance cumbersome for customers and staff. Working with SAP and SEW, EWEB sought a unified, AI-driven digital platform to improve customer engagement, streamline operations, and support sustainability goals.

SAP and SEW implemented SAP S/4HANA Utilities with the SAP Self Service Accelerator for Utilities by SEW, creating a centralized MyAccount experience with self-service, automated workflows, paperless billing, and real-time usage insights. The results included a 10% increase in digital customer interactions, 205,000+ payment transactions in the first two months, and 62,000+ registered users in the first two months, while also reducing service inquiries and improving efficiency.

Eugene Water & Electric Board (EWEB)

Julie McGaughey

Chief Customer Officer