The global explosion of mobile communications is transforming how utilities connect with customers, especially consumers. Utilities now recognise that the devices in customers' pockets are important allies in coping with demand peaks and outages—and in boosting customer loyalty and the bottom line. Visit sap.com/mobile-powerutilities

1. Mobilising Utilities for the Future
The global explosion of mobile communications is transforming how utilities
connect with customers, especially consumers. Utilities now recognise that the
devices in customers' pockets are important allies in coping with demand
peaks and outages—and in boosting customer loyalty and the bottom line.
They also improve
customer engagement,
But the benefits go beyond keeping the lights on.
which is the next frontier.
Utilities and oil & gas executives whose companies serve consumers think
mobile technology will help them...
Expected company
roll out:
59%
31%
0-3 yrs 4-6 yrs
0 3 6
notify
customers
about
potential or
actual
outages and
recommend
actions
Expected company
roll out:
50% 43%
0-3 yrs 4-6 yrs
0 3 6
Expected company
roll out:
55%
32%
0-3 yrs 4-6 yrs
0 3 6
facilitate
smart-grid
deployment
56%
Expected company
roll out:
56%
35%
0-3 yrs 4-6 yrs
0 3 6
provide advice on consumption
71% 62%
Expected company
roll out:
71%
24%
0-3 yrs 4-6 yrs
0 3 6
provide targeted
offers
67%
54%
receive customer reports
on potential causes and
actual causes of outages
Though they still struggle with security
and connectivity issues.
Mobile strategies help utilities overcome many
operational challenges. An Economist Intelligence Unit survey
of utilities executives shows that mobile technologies are improving their...
Environmental
safety and
sustainability
71%
smart-grid
management,
with 62% citing
mobile apps as
key aids
76%
ability to
achieve high
productivity
and capacity
response
to crises and
emergencies
efforts at
peak-load
management
and demand
response
90% 84% 78%
48% 46%
see a need to enhance
mobile data security, and
see a need for better
mobile connectivity.
78%
© The Economist Intelligence Unit 2014. All rights reserved.
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