SAP Hybris Cloud for Customer (SAP C4C) Implementation at a Utility Company

To serve its water, gas, and electric customers, one of HPC America’s utility company clients had historically utilized decentralized call centers across its service territory. To improve customer service and operational efficiency, the utility designed a new centralized call center responsible for triaging customer inquiries, addressing billing questions, and dispatching support requests to district offices.

To achieve this transformation, HPC recommended SAP Hybris Cloud for Customer (C4C), an SAP SaaS offering that integrates with the SAP Customer Care & Billing (CR&B) utility vertical solution already in production at our client. SAP C4C leverages the SAP HANA Cloud Integration (HCI), a cloud-based middleware between the ECC and C4C running on the SAP Cloud Platform (SCP) platform-as-a-service (PaaS) offering.

We're now working with the utility company to roll out SAP C4C to Customer Service Representatives and district office field planners. SAP C4C will provide a 360-degree financial picture of customer accounts, track customer interactions, and integrate with the utility’s existing telephony software for Interactive Voice Response (IVR).

By utilizing SAP’s cloud solutions, this utility company will not only be able to achieve its customer service objectives but also realize significant cost savings, faster implementation, and greater long-term security.