Service & Asset Management
for Utilities

Intelligent and Future-Ready:
Modern Service & Asset Management for Utilities

Service & Asset Management for Utilities is undergoing significant transformation. Volatile energy markets, the decentralised integration of wind and solar power, net-zero targets and increasing regulatory requirements are placing growing pressure on utility providers. At the same time, utilities must ensure a reliable energy supply, operate and maintain resilient networks, deliver large-scale smart meter programmes and provide customers with fast, transparent and always-accessible service.

With SAP-based solutions from proaxia, utilities can digitalise their entire service and maintenance operations—from customer enquiries, customer portals and omnichannel communication to workforce scheduling, mobile field service and billing. Integrated customer service processes, modern SAP maintenance software, intelligent network operations systems and digital asset management solutions provide the foundation for higher asset availability, lower operating costs and an improved customer experience.

Your Business Value

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lower operating costs

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higher equipment availability

Challenges in
Service & Asset Management for Utilities

Utilities today must deliver far more than traditional maintenance, fault repair and restoration services. As operators of critical infrastructure, they face increasing demands for security, operational efficiency and transparency. At the same time, customers expect rapid responses, digital communication channels and real-time visibility into outages, appointments, meter replacements and service requests.

Smart meter rollouts, grid expansion, energy storage technologies, decentralised power generation and new digital services therefore require fully integrated processes across customer service, asset management, network operations, field service and billing.

Typical challenges include

  • Volatile feed-in from renewable energy sources and increasing grid complexity

  • High standards for supply security and regulatory compliance

  • Rising customer expectations regarding availability, transparency, and responsiveness

  • Lack of digital self-service options for customers

  • Isolated communication channels without a centralized view of customer inquiries

  • Lack of integration between customer service, ERP, the operational management system, and the field service team

  • Inefficient coordination of maintenance, troubleshooting, meter replacements, and repairs

  • Rising costs for the maintenance of networks and facilities

  • Limited transparency regarding assets, network components, service cases, and customer histories

  • Complex smart meter projects requiring a high level of coordination and communication

  • Skilled Labor Shortage in Technical Field and Office Roles

  • Special security requirements due to critical infrastructure

  • Media breaks between customer inquiries, planning, mobile execution, and billing

Opportunities in
Service & Asset Management for Utilities

For utilities, Service & Asset Management is becoming a strategic driver of operational efficiency, network reliability and customer satisfaction. Intelligently connecting customer service, asset data, maintenance and field operations is increasingly critical to ensuring reliable infrastructure, resolving outages quickly and delivering successful investments in smart grid technologies.

A prime example is the large-scale rollout of smart meters. To deliver these projects efficiently and provide a positive customer experience, utilities need integrated processes that connect customer communication, appointment scheduling, installation, documentation and billing within one seamless workflow.

At the same time, customer expectations for accessibility and transparency continue to rise. Omnichannel communication and digital customer portals enable customers to report outages, manage appointments, track service requests and access important documents around the clock. This allows utilities to enhance the customer experience, reduce service enquiries and create the foundation for new digital offerings, data-driven services and resilient long-term business models.

proaxia Solutions

With proaxia, you gain an integrated solution portfolio covering the entire service lifecycle in Service & Asset Management for Utilities. From customer enquiries and omnichannel communication to customer portals, smart meter processes, workforce scheduling, mobile field service, maintenance, billing and asset management, every process is seamlessly connected within one integrated solution.

Customers benefit from transparent information and digital self-service capabilities, while utilities can centrally manage and automate both their operational and customer-facing processes. The result is greater operational efficiency, higher asset availability and a modern customer service experience that strengthens both network reliability and long-term customer satisfaction.

SAP Field Service & Asset Management

Plan, manage, and document service calls, maintenance, and asset processes in an integrated manner on the SAP platform—on the go, transparently, and efficiently.

proaxia Seamless Service Suite

Integrates ERP, service processes, and field service into a seamless digital service process without any media breaks.

SAP Service Cloud

Enables fast, transparent customer service with centralized case management, a 360-degree view of the customer, and integrated service processes.

proaxia Meter-to-Cash

Digitizes smart meter processes—from installation and device management to consumption tracking, billing, and customer communication.

FAQ

Service & Asset Management for Utilities covers all customer-facing and technical processes related to power grids, utility assets, smart meters and other infrastructure components. This includes customer service, maintenance, fault management, smart meter operations, asset data, workforce scheduling, mobile field service and billing.

Integrated Service & Asset Management connects customer enquiries, asset information, technical service processes and billing within a single end-to-end workflow. This enables utilities to resolve outages faster, operate critical infrastructure more reliably and deliver a more transparent, efficient and customer-focused service experience.

A customer portal gives customers 24/7 access to essential services and information. They can report outages, schedule appointments, track the status of service requests, access documents and view information about meters, utility connections and infrastructure assets. This improves transparency, enhances the customer experience and reduces the workload for internal customer service teams.

Omnichannel customer service integrates communication channels such as phone, email, chat, the customer portal, and in-person support into a single, unified process. Customers can choose the channel that works best for them, while service representatives have a complete view of past interactions, open requests, and relevant asset data.

SAP maintenance software connects asset information, maintenance schedules, service orders, spare parts management and mobile field reporting within a single integrated digital process. This enables utilities to plan, execute and document maintenance and repair activities more efficiently while improving asset reliability and operational performance.

Maintenance in the utilities sector includes the inspection, servicing, repair and fault management of power grids, utility assets, smart meters, substations and other critical infrastructure components. Its primary objectives are to ensure network reliability, maximise asset availability and maintain long-term regulatory compliance.

A network operations system helps utilities monitor, control and document technical processes across power grids and critical infrastructure. When integrated with customer service, asset management and maintenance, it provides a unified view of asset conditions, network events, outages and the actions required to ensure safe and reliable operations.

Asset Management provides utilities with a centralised view of power grids, infrastructure assets, smart meters and other critical network components. It enables them to assess asset conditions, identify maintenance requirements at an early stage, prioritise investments and manage asset lifecycles more strategically, improving reliability, performance and long-term operational efficiency.

SAP Field Service & Asset Management helps utilities optimise appointment scheduling, dispatching, maintenance, mobile field service and asset visibility. By connecting field operations with customer service and ERP, it creates a seamless end-to-end process—from the initial customer enquiry through to service completion, billing and reporting.

proaxia supports utilities with integrated solutions for customer communication, appointment scheduling, installation, mobile field service, documentation and billing for smart meter rollouts. This enables utilities to deliver high-volume deployment projects more efficiently while providing a better customer experience.

By integrating customer service processes, utilities can automatically and proactively keep customers informed about outages, planned maintenance and estimated restoration times. Customer portals, email, SMS and other communication channels are connected within a single centralised process, enabling consistent, timely and transparent customer communication.

An integrated service process reduces media breaks, speeds up response times, and improves data quality. Customer service, asset management, ERP, operations management, and technical execution work together seamlessly, eliminating the need to enter information multiple times or transfer it manually.

Service & Asset Management solutions are ideal for electricity, gas, water and district heating utilities, as well as network operators looking to digitalise customer service, maintenance, asset management and field service operations. They are particularly valuable for organisations managing complex infrastructure, operating in highly regulated environments and serving large customer bases.

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Digitalise your Service & Asset Management for Utilities with SAP-based solutions from proaxia. Connect customer service, customer portals, maintenance, asset management and technical field service processes within one seamless workflow, creating the foundation for higher customer satisfaction, more reliable networks and long-term business success.

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