As the global energy transition accelerates, utilities are at the forefront of enabling a low-carbon future. The rapid adoption of electric vehicles (EVs), solar panels, heat pumps, and other distributed energy resources is driving a surge in customer requests to connect these technologies to the grid. Yet, the traditional quote-to-install process—often fragmented, slow, and opaque—has become a critical pain point for both customers and utility operators. To support decarbonization goals, improve customer satisfaction, and reduce operational strain, utilities must reimagine this journey through integrated, digital-first solutions.
Historically, the process for connecting low-carbon technologies to the grid has been characterized by manual paperwork, unclear requirements, and multiple handoffs between stakeholders. Customers—whether homeowners, installers, or commercial fleet operators—frequently encounter:
As connection requests multiply, these inefficiencies not only erode customer trust but also strain utility resources, making it difficult to meet regulatory timeframes and strategic objectives.
A comparative analysis of quote-to-install journeys across leading utilities in the UK and North America reveals common pain points but also highlights best practices that deliver measurable improvements:
While the UK’s unified regulatory environment has enabled more standardized digital journeys, North American utilities must navigate a patchwork of state, provincial, and federal regulations. This complexity requires flexible, modular digital platforms, cloud migration, and agile delivery models to ensure scalability and resilience.
Replace manual, paper-based forms with intuitive digital workflows. Integrate data sources like address lookups and equipment registries to simplify form completion. Dynamic scheduling tools and digital forms can guide customers step-by-step, minimizing confusion and administrative burden.
Offer contextual digital tools—cost calculators, eligibility checkers, and tailored FAQs—to help customers make informed decisions. Segment journeys for different customer types, ensuring both residential and commercial users receive relevant support. Unified customer data platforms and AI enable proactive communications and product recommendations.
Empower customers to track progress, manage appointments, and access real-time status updates through web portals or mobile apps. Provide clear, upfront pricing and digital scheduling for site visits. AI-driven contact centers and mobile apps can deliver outage notifications, status updates, and personalized energy-saving recommendations, reducing call center volumes and improving satisfaction.
Clarify roles and responsibilities across utilities, installers, and third-party providers. Create integrated digital ecosystems that support customers from initial inquiry to installation and activation, reducing handoff friction and ensuring a consistent, high-quality experience.
While the UK’s relatively unified regulatory environment has enabled more standardized digital journeys, North American utilities must navigate a patchwork of state, provincial, and federal regulations. This complexity requires:
Pilot projects, such as the use of digital nudges and gamification in Canada, demonstrate the power of data-driven engagement to shift energy use, reduce infrastructure costs, and foster active customer relationships. U.S. utilities are similarly investing in customer education and digital tools to guide customers through incentive programs and installation requirements.
Unified data platforms are the linchpin of modern customer journeys. By consolidating customer, asset, and usage data, utilities can:
Investing in these capabilities not only enhances the customer experience but also unlocks new value streams and operational efficiencies.
To transform the quote-to-install journey for low-carbon technologies, utilities should:
The digital transformation of the quote-to-install journey is both a challenge and an opportunity. By learning from global best practices and adapting them to local realities, utilities can deliver seamless, resilient, and customer-centric experiences that empower customers, optimize operations, and accelerate the energy transition.
Publicis Sapient stands ready to partner with utilities on this journey—bringing global expertise, regional insight, and a proven track record in digital business transformation. Connect with our experts to discover how we can help you modernize your customer journeys and unlock new value in a rapidly evolving landscape.