Etihad WE advances digital roadmap to enhance customer experience in the Northern Emirates with SAP

Etihad WE advanced digital roadmap to enhance the customer experience in the Northern Emirates with SAP. Etihad Water and Electricity (Etihad WE, formerly FEWA for Federal Electricity and Water Authority) said that it is beginning on the next phase of its digital transformation journey with SAP to optimize experiences for more than 1.3 million people in the UAE.

Etihad WE will transition all of its business process processes to SAP cloud in the UAE as part of its digital transformation programme. This will assist Etihad WE in improving customer service, asset management, and other business processes while also supporting ecologically friendly development.

Etihad WE, which delivers electricity and desalinated water to the Northern Emirates and is owned by the Emirates Investment Authority, has already put 30,000 smart meters and plans to add 350,000 in the near future. Customers will receive real-time consumption information and proactive alarms.

“Etihad WE seeks to become global leader and achieve the highest levels of excellence, which means having the best in class digital foundation to optimize operations, employee and customer experiences,” said H.E. Mohammad Mohammad Saleh, Director-General of Etihad WE. “Thanks to our digital transformation with SAP, we can use real-time data to enhance customer satisfaction, manage assets & network optimally, increase automation, enhance employee experience & productivity, achieve economic growth, and support environmental sustainability.”

Etihad WE will migrate from the current SAP business suite to S/4HANA on the SAP cloud as part of the transformation, taking advantage of built-in artificial intelligence (AI) and machine learning (ML) capabilities. The company will also use SAP solutions focused at these core business processes, as well as SAP’s Business Technology Platform, to improve asset management, Human Resources, and procurement business processes.

Etihad WE will utilise SuccessFactors and Qualtrics to increase employee satisfaction, Intelligent Asset Management to improve maintenance planning and operations, SAP Ariba solutions to streamline and optimise procurement, SAP Fieldglass to manage third-party vendors, and other innovation tools. The SAP Fiori modern user experience maintains consistency across applications and will continue to improve productivity.

Etihad WEannounced in April 2020 that it was the first entity in the region to implement a two-tier advanced metering infrastructure system based on SAP technology.

 “Etihad WE’s digital transformation shows how an Intelligent Enterprise can reinvent electricity and water provision to enhance the lives of hundreds of thousands of customers,” said Zakaria Haltout, Managing Director, SAP UAE. “We will continue to align with their executive management on a digital transformation roadmap that can meet business needs, deliver cost savings, and return on investment.”

Etihad WE plans to use more AI, machine learning, and Internet of Things (IoT)-based products in the long run, such as intelligent asset management and advanced finance solutions.