Digitalization of the energy sector: trends and challenges

Future trends and key tasks for the energy sector

Products in the energy supply industry are highly interchangeable from an end consumer perspective. This attitude also applies to energy suppliers. For example, electricity from a power outlet is “simply” available, making it difficult for energy suppliers to set themselves apart from their competitors on the market.

Companies operating in the energy industry are also facing a variety of other challenges beyond the general energy transition. For energy suppliers, making the most of the opportunities that digitalization has to offer for themselves and their consumers will be crucial to remaining efficient and competitive in the future.

As one of the future trends, the digital transformation helps energy suppliers to improve both the customer experience and their own processes and IT security. The key task in this regard is primarily implementing digital structures, which can enhance efficiency and, consequently, cut costs.

Likewise, routine tasks can be automated, enabling the focus to shift to tasks that add value to customer relationships. This can both strengthen existing relationships and unlock fresh potential.

So digitalization and Big Data represent a tremendous opportunity to improve customer relationships in the long term and increase corporate success.

Additional challenges: demographic change and a skilled labor shortage in the energy industry

Demographic change is one of the major challenges of our time – and not just for companies operating in the energy industry, either. The shortage of skilled workers and changes in end customers’ behavior and expectations are two very important points that must be considered in the energy sector.

;End consumers expect a more comprehensive range of digital self-service options to simplify communication and inquiry processing. Additionally, customer contact in energy suppliers is shifting from traditional customer centers to the digital world. Creative and innovative solutions based on current technical capabilities help to improve the customer experience in the long term.

The digital transformation also supports the optimization of internal processes and provides targeted assistance to shorten the onboarding time for new employees. Companies must invest early on in further education and training for their current staff to meet the challenges of the future within the energy industry.

The rapid developments in the energy sector are challenging energy supply companies to establish innovative business models and new business areas based on futureproof technologies.

The use of artificial intelligence and digital technologies opens brand-new opportunities to make the range of solutions and services on offer more efficient and personalized.

Here is what digitalization might look like:

• The latest Microsoft Dynamics 365 platform technologies, for sales, marketing and service improve the customer experience, optimize customer relationships and increase sales efficiency
• AI-driven 360° view of customers based on consolidated business partners
• Sector-specific offer processes for B2C and B2B business partners in the areas of commodity products (e.g. energy supply) and non-commodity products (e.g. electromobility, photovoltaics, energy consulting, etc.)
• Real-time orchestration of the customer journey (marketing campaigns)
• Marketing automation and targeted campaigns for customer retention and sector-specific requirements such as price adjustment campaigns
• Service processes to support and improve the services on offer (moving processes, tariff changes, etc.)
• Analysis and reporting for informed decision-making based on a standardized data platform
• Integration of ERP and billing systems for a holistic view of business partners

At ORBIS, we support companies operating in the energy sector with developing customized (digital) solutions that meet their customers’ needs.

We have decades of expertise and in-depth specialist knowledge in the energy sector and related areas. Our comprehensive portfolio of consulting services and solutions is based on Microsoft Dynamics technology – the world’s leading platform for customer engagement and process management (CRM). What’s more, integrating the ERP and billing systems into Microsoft CRM enables seamless connection between the sector-specific processes, enabling efficient processing of customer inquiries, precise billing and optimum satisfaction of industry requirements.

Large energy companies, municipal utilities and start-ups alike can improve the customer experience by maximizing the digital transformation of customer interactions. With Microsoft Dynamics 365 and our sector-specific solution ORBIS Energy&Utilities, you as an energy provider can “live and breathe” digitalization throughout all the steps of the customer journey and make it “tangible” for your customers!

We stay current with you as our customer and incorporate the latest developments in digitalization and trends in energy supply. We evaluate and analyze them to continuously offer and jointly implement custom solutions. That way, we cut complexity and increase the transparency of your energy processes.

You will increasingly recognize initial successes with innovative digital business models. New opportunities are being created thanks to the targeted use of smart technologies and digital solutions in modern, networked workplaces. This allows you to lay the foundations for digitalization right at your employees’ workstations and promote a progressive working environment.