update systems and infrastructure remotely;

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“Overall, the global impact of digitalization on industrial emissions has been estimated at 12 billion tons of CO2 equivalent by 2030: this figure is linked to the pervasiveness of digitalization, which has an enabling role for most of the technologies that will enable future emissions reductions”.

Among the trends in the utilities sector – mentioned above – we also germany whatsapp resource mentioned digitalization. Here we want to highlight, once again, the advantages produced by digital technologies both on the quality of service and on operational functioning : from the reduction of interruptions and downtime, to the savings resulting from the better exploitation of networks and plants, from the reduction of operating costs, to the improvement of indicators relating to safety, reliability, customer satisfaction and compliance.

Not only digitalization of infrastructures; in the utility sector the revolution also concerns digitalization in the relationship with users : from the use of digital channels for contact and customer support, to the provision of integrated digital services (for example with home automation). Thanks to the latest generation technologies, utilities can now:

collect and analyze huge amounts of data;
integrate the information obtained into cloud-based control and management systems;
strengthen cybersecurity,
rethinking the customer experience.
Investing in digitalization can really make a difference in the provision of customer services and in the relationship with end users. Utility company leaders are now able to gain a competitive advantage by investing in consumer journey optimization . Consider, for example, that in the case of outages, customer satisfaction derives from the quality of the assistance service as much as from the resolution of the problem: the timeliness with which clear and complete information is provided and the ease of access to the personal account count as much as the speed of physical intervention on breakdowns and malfunctions.

Furthermore, digital and self-service channels are key factors in achieving greater satisfaction at a lower cost : from 2018 to 2020, utilities that invested in their digital tools saw an average increase in customer satisfaction of 2%, while those that did not saw an average decline of 1% on the same metric. This is also confirmed by the International Energy Agency .

In its study Digitalization & Energy , the IEA describes the transformative power of digitalization while also warning of some dangers: “Digitalization is helping to improve the safety, productivity, affordability and sustainability of energy systems around the world. But it is also raising new security and privacy risks, disrupting markets, businesses and workers.”

A highly interconnected energy system, in which the customer relationship with utilities is becoming increasingly valuable, is evolving along three lines: digitalization , decentralization and decarbonization . In particular, greater customer engagement, achieved through personalization of communication , can help prevent, control and resolve potential disruptions related to demand, disintermediation and unexpected climate events.