Utility Outage Management: SAP ISU, Digital Customer Experience, and the Critical Role of Testing

Author(s)	Sireesha Perabathini
Country	United States
Abstract	Utility companies in the electric and gas sectors are continually tasked with improving their response times during outages while maintaining high levels of customer satisfaction. Traditional outage management systems (OMS) and backend infrastructure like SAP ISU (SAP Industry Solution for Utilities) can struggle to meet the growing demands of digital-first, customer-centric service delivery. This paper explores how these challenges can be tackled by integrating SAP ISU with a modern digital customer experience platform. We examine the various stages of this transformation, focusing on improving customer engagement during outages, how SAP ISU enables real-time data handling, the critical role of system integration, and how comprehensive testing is critical to ensure reliability and scalability in emergency scenarios.
Field	Engineering
Published In	Volume 1, Issue 2, September-October 2019
Published On	2019-09-04
DOI	https://doi.org/10.36948/ijfmr.2019.v01i02.40782
Short DOI	https://doi.org/g9bvd3

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International Journal For Multidisciplinary Research