In the era of rapid technological development, the energy sector in Odesa is making a significant leap forward, providing modern and efficient solutions for its customers. In 2023, the project team implementing SAP IS-U/CRM in the distribution system operators of DTEK Grids, the MODUS X team, and employees of DTEK Odesa Grids completed the transition of DTEK Odesa Grids to the new SAP IS-U billing system and the SAP CRM customer relationship management system. It allows moving to a new level in providing services to residential and legal clients of the DSO.

Before implementing SAP IS-U/CRM, DTEK Odesa Grids faced a major problem — the heterogeneity of management and billing systems. This complicated internal processes and interaction with customers. Thanks to a joint solution from the SAP IS-U implementation project team at DSO DTEK Grids and the MODUS X team, all systems are integrated into a single platform to optimize business processes and improve service.

What is SAP IS-U/CRM?

SAP IS-U/CRM is a comprehensive platform for managing an energy company, encompassing two information systems:

• SAP IS-U is a system that automates key business processes such as electricity volume billing, payment accounting, supplier settlements, planning, and reporting.
• SAP CRM is a customer relationship management system that provides effective customer interaction through automated request processing, proactive service, and personalization.

Benefits of SAP IS-U/CRM for Customers of DTEK Odesa Grids

“Thanks to implementing the SAP IS-U/CRM system at DTEK Odesa Grids, we optimized internal processes and significantly improved customer interaction. The new billing allows us to standardize contract work processes, calculations, and relationship management with 980 thousands residential and 38 thousand legal customers in the Odesa region. The company strives to continue applying the best technological solutions to improve the provision of services for all DSO DTEK Grids,” said Marharyta Zhukova, Head of the Digital Transformation Department at DTEK Grids.

The implementation of SAP IS-U/CRM brought significant benefits to both the DSO and its customers:

• ‍Clear calculations: Due to SAP IS-U/CRM, billing for all customers becomes uniform and understandable.‍
• Transparency of information on personal accounts: Customers now have access to information about their accounts through a unified web platform, which facilitates access to necessary information.‍
• Unified channel of interaction with the company: SAP IS-U/CRM provides the possibility to contact the company on all issues through one channel, such as a website or chatbot, improving the quality of service.

Implementation and Project Stages

MODUS X company, whose team has 18 years of experience in implementing SAP solutions in the energy sector, has successfully implemented SAP IS-U/CRM for DTEK Odesa Grids with the help of colleagues. The SAP IS-U/CRM project group at DSO DTEK Grids traveled to locations and communicated with DTEK Odesa Grids user employees to understand the issues and what needed improvement. The experts then calculated where and what changes needed to be implemented in the DSO to achieve the desired result.

The project started in April 2023 and lasted for nine months. It was divided into three phases, each covering different areas of the electrical networks of the Odesa region.

The first wave of implementation began with the Liubashivka section of the Podilsk power grid and concluded in May 2023. The second, covering the Bilhorod-Dnistrovskyi, Lyman, Artsyz sections of the power grid and the entire Izmail region of electric networks, continued until August. The Central power grid and the rest of the Odesa power grid completed digital transformation in November.

Future Steps and Challenges

The prospects for developing DTEK Odesa Grids with SAP IS-U/CRM include additional automation, integration with other modern technologies, and expanding functionality to provide the best service for clients.

In 2024, SAP IS-U/CRM is planned to be implemented in DTEK Kyiv Regional Grids. In addition to the Odesa region, this project already operates in Kyiv, Dnipropetrovsk, and partially in the Donetsk regions.

“Implementing SAP IS-U/CRM is an essential step toward digitalizing the energy sector in the Odesa region. At MODUS X, we strive for our clients to be able to expand the horizons of their business possibilities. In this project, the innovative system not only optimizes the operation of the electric networks but also creates new opportunities for clients and business partners, opening a new stage in the development of the energy sector in the region” — emphasized Sergii Maliarenko, the Head of the SAP systems department at MODUS X.