Digitizing the Low-Carbon Technology Connection Journey: Best Practices for Utilities and Energy Retailers

As the global energy transition accelerates, utilities and energy retailers 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 (DERs) is driving a surge in customer requests to connect these technologies to the grid. Yet, the traditional process for connecting low-carbon technologies—often fragmented, manual, and opaque—has become a critical pain point for both customers and operators. To support decarbonization goals, improve customer satisfaction, and reduce operational strain, utilities must reimagine this journey through integrated, digital-first solutions.

The Challenge: Fragmented and Frustrating Journeys

Historically, the process for connecting low-carbon technologies to the grid has been characterized by cumbersome paperwork, unclear requirements, and multiple handoffs between stakeholders. Customers—whether homeowners, installers, or commercial fleet operators—frequently encounter:

Manual, paper-based forms that must be completed and returned offline
Unclear roles and responsibilities among utilities, installers, and third-party providers
Limited self-service options for tracking progress, scheduling site visits, or accessing real-time updates
Opaque pricing and timelines, leading to confusion and frustration

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.

Benchmarking Global Best Practices

A comparative analysis of leading utilities in the UK, North America, and beyond reveals common pain points but also highlights best practices that deliver measurable improvements:

Digitized workflows: Leading utilities are replacing manual forms with intuitive digital workflows, integrating third-party data (such as address lookups and equipment registries) to accelerate form completion and reduce errors.
Personalized, guided experiences: Segmentation and contextual messaging—such as cost calculators, eligibility checkers, and tailored FAQs—help customers understand their options and next steps.
Self-service and transparency: Digital portals and mobile apps empower customers to track progress, manage appointments, and receive real-time updates, reducing call center volumes and improving satisfaction.
Stakeholder integration: Clarifying roles and creating digital ecosystems ensures a seamless, end-to-end experience, reducing handoff friction and ensuring consistency.

The Role of Data and AI

Unified data platforms are the linchpin of modern customer journeys. By consolidating customer, asset, and usage data, utilities can:

Personalize communications and product recommendations
Predict and manage grid impacts from new connections
Optimize scheduling and resource allocation
Enable new business models, such as demand response and dynamic pricing

AI and advanced analytics further enhance these capabilities, enabling predictive maintenance, real-time insights, and proactive customer engagement. For example, AI-driven contact centers and mobile apps can deliver outage notifications, status updates, and personalized energy-saving recommendations.

Regional Nuances: Adapting Global Insights Locally

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 that adapt to evolving business needs and regulatory changes
Cloud migration and agile delivery models for scalability and resilience
Accessibility and inclusion, with digital platforms designed for diverse populations and mobile-first experiences

Asia-Pacific utilities, facing rapid urbanization and rising energy demand, are investing in scalable, cloud-based systems that unify emissions and energy data, enabling real-time visibility and actionable insights for decision-makers.

A Step-by-Step Roadmap for Utilities

To transform the connection journey for low-carbon technologies, utilities should:

Assess Regional Regulatory and Infrastructure Realities: Map out specific requirements and constraints in each service territory.
Prioritize Customer Experience: Design journeys that are light, ethical, accessible, and data-driven—leveraging frameworks that ensure inclusivity and simplicity.
Invest in Scalable Digital Platforms: Adopt cloud-based, modular solutions that can evolve with business and regulatory needs.
Foster Cross-Sector Collaboration: Partner with OEMs, installers, municipalities, and technology providers to create integrated ecosystems.
Embrace Agile and Data-Driven Innovation: Use agile delivery models and analytics to continuously refine and personalize the customer journey.

Real-World Impact: Leading the Transformation

Publicis Sapient has partnered with leading utilities and energy retailers to bring these concepts to life:

Customer engagement pilots have demonstrated that digital nudges, gamification, and real-time insights can shift up to 10% of domestic energy consumption away from peak periods, reducing infrastructure costs and greenhouse gas emissions while deepening customer relationships.
Integrated data platforms have empowered global energy corporations to achieve measurable reductions in carbon footprint, improve operational efficiency, and comply with evolving regulations—all while providing end-users with self-serve analytics and actionable insights.
Mobile-first digital transformations have enabled retailers to deliver seamless, omnichannel experiences, with more than half of customer interactions now occurring through digital channels and significant reductions in call center volumes.

Unlocking New Business Models and Value Streams

Digitizing the low-carbon technology connection journey is not just about compliance—it is a strategic imperative for growth and differentiation. Utilities and energy retailers that embrace these principles can:

Increase customer satisfaction and loyalty by delivering proactive, relevant, and personalized experiences
Reduce operational costs through automation, predictive maintenance, and self-service platforms
Unlock new revenue streams by enabling innovative products and services, such as green tariffs, demand response programs, and energy-as-a-service models
Enhance sustainability by empowering customers to make smarter energy choices and supporting decarbonization goals with transparent reporting

The Path Forward: From Utility to Trusted Energy Partner

The future of energy is open, data-driven, and customer-centric. By harnessing the power of digital platforms, data, and AI, utilities can move beyond traditional product-centric models to become trusted partners in their customers’ lives. The result is a more resilient, innovative, and sustainable energy ecosystem—one where the connection of low-carbon technologies is seamless, efficient, and empowering for all.

Ready to modernize your connection journey and deliver customer-centric value? Connect with Publicis Sapient to discover how we can help you lead the next wave of digital transformation in energy.