About DTE Energy

DTE Energy's largest operating subsidiaries are DTE Energy Electric company (formerly Detroit Edison), an investor-owned electric utility serving 2.1 million customers in SouthEast Michigan; and DTE Gas Company (formerly Michigan Consolidated Gas Company), a natural gas utility serving 1.2 million customers in Michigan.

DTE Electric is the largest electric utility in Michigan and one of the largest in the nation.

Key Challenges

Most SAP customers implementing CR&B experience an explosion of exceptions (customer issues), an increase in average call handling times (AHT), billing complications and overall customer dissatisfaction.

It was important to DTE Energy to maintain a good customer service reputation post go-live. Previously using spread sheets, the company wanted to automate their manual transport process to shorten their release cycles and reduce their costly resource overhead.

How we helped

BDEx and Torch were recommended by Accenture as proven, out of the box solutions with a modern user interface and the capability to allow DTE Energy to address their projected issues.

BDEx was also recommended by other Utility companies at the Utilities ASUG conference. The DevOps suite will mean that DTE can deliver more change in less time, with reduced risk, which is crucial to their change heavy Customer 360 Project.