Customer Case Study: Redesigning the Customer Connections Experience with SAP BTP and Generative AI

The session

About this session

This case study is an SAP Best Tech 2026 Industry Disruptor Finalist and an SAP Best Tech 2026 Data, Analytics and Business AI finalist.

Customer expectations continue to rise, placing greater pressure on organisations to provide transparency, faster responses and more intuitive digital experiences.

In this session, SA Power Networks will share how it transformed its customer connections process through a modern digital portal built on SAP Business Technology Platform. The portal provides a single experience for electricians, retailers and internal employees to manage and track electricity connection requests from initial submission through to completion. Hear how replacing fragmented processes improved visibility, collaboration and operational efficiency across the end-to-end lifecycle.

The team will also explain how generative AI is helping employees summarise complex requests, find relevant information and interact with operational knowledge using natural language, along with a high-level look at the role of SAP AI Core and AI orchestration.

What You'll Learn

• Why effective transformation begins with redesigning the experience for customers and employees, rather than simply digitising existing processes.
• Practical ways to embed generative AI into everyday workflows to help employees interpret complex requests, access information and support better customer service.
• Lessons from using SAP BTP, SAP AI Core and AI orchestration to deliver business value while creating a scalable foundation for future innovation.