As the energy transition accelerates, utilities face a pivotal challenge: how to deliver seamless, customer-centric journeys for connecting low-carbon technologies—such as electric vehicles (EVs), solar panels, and heat pumps—to the grid. The traditional quote-to-install process is often fragmented, slow, and opaque, frustrating customers and straining utility resources as connection requests surge. To support the energy transition and meet rising customer expectations, utilities must reinvent these journeys through integrated, digital-first solutions that simplify processes, personalize experiences, enable self-service, and connect all stakeholders.
The adoption of low-carbon technologies is surging. In the UK, new registrations for battery electric vehicles increased by over 1,600% between 2017 and 2022, and similar trends are emerging across North America. This exponential growth means utilities must process far more connection requests, often within fixed regulatory timeframes and with limited resources. At the same time, customers—both residential and commercial—expect the same level of digital convenience and transparency they experience in other industries.
A comparative analysis of the quote-to-install journey across UK distribution network operators (DNOs) and leading North American utilities reveals common pain points and best practices:
However, benchmarking also highlights actionable strategies that deliver measurable improvements in customer satisfaction, operational efficiency, and support for decarbonization goals.
Replace manual, paper-based forms with intuitive digital workflows. Integrate third-party data sources—such as address lookups and equipment registries—to accelerate form completion and reduce errors. For example, leading utilities in California and the UK have implemented dynamic scheduling tools and digital forms that guide customers step-by-step, minimizing confusion and administrative burden.
Offer contextual messaging and digital tools—such as cost calculators, eligibility checkers, and tailored FAQs—to help customers understand their options, incentives, and next steps. Segment journeys for different customer types, ensuring that both residential and commercial users receive relevant information and support. Personalization, powered by unified customer data platforms and AI, enables proactive communications and product recommendations that anticipate customer needs.
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. Utilities in North America are leveraging AI-driven contact centers and mobile apps to 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 end-to-end, from initial inquiry to installation and activation. This reduces handoff friction and ensures a consistent, high-quality experience at every stage.
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 Oshawa Power’s 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.