Sector

Energy & Utilities

Energy and utility operations depend on systems that must remain reliable, efficient, and compliant at all times. From infrastructure and customer operations to data, platforms, and security, CBTW helps energy leaders improve performance, reduce operational risk, and scale modernization without disruption.

2'000'000

Customer requests classified

Smarter service

AI-powered support tools

Making Energy Operations Work Better

Improving Customer Support with AI for a Leading Energy Provider

"Automating parts of our support flow has been a game changer. Our teams can now focus on solving real issues, while routine requests are handled faster and more consistently."

Customer Operations Lead

About this project:

Our client, one of the largest energy suppliers in Europe, was facing growing pressure on their customer support operations — with over 2 million inquiries per year across gas, power, and water services.

We helped them design and deploy AI-powered tools that automate the classification of incoming requests and assist agents in responding faster and more accurately.

Within 15 months, they automated six phone-based processes and three email-based ones, reducing average handling time and improving service consistency across channels.

PARTNERS

Backed by strong alliances

TRENDS & CHALLENGES

Key challenges facing energy and utility leaders

Maintaining reliable operations while modernizing systems
Energy providers must modernize legacy platforms and infrastructure without disrupting critical services. Fragmented systems and operational dependencies make change complex and risk-prone.
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Improving efficiency across complex operations
Disconnected tools, manual processes, and limited visibility reduce efficiency across projects, assets, and services. Teams need better coordination, automation, and control.
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Connecting data across IT and OT environments
Energy operations generate large volumes of data across systems and sites. Without integration, it remains difficult to support real-time decisions, forecasting, and optimization.
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Managing compliance and securing distributed environments
Increasing regulatory pressure and expanding digital infrastructure create challenges in maintaining audit readiness while protecting systems across IT, OT, and third-party environments.
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How we support energy operations

Software Engineering

Improving operational and customer-facing systems through applications that connect workflows, platforms, and business processes.

AI & Data Platforms

Cloud & Enterprise Platforms

Cybersecurity

Strategy, Product & Transformation

OUR SOLUTIONS

From AI-enabled support to cyber security and data modernization, we create impact

AI-Enabled Support Operations
Deliver faster, more consistent service — across customer care, field ops, and internal requests.
AI-Enabled Support Operations
Free up your teams with automation capabilities.
- Leverage AI assistants for 24/7 support
- Deploy assistants to guide field agents and support teams
- Reduce repetitive tasks, accelerate responses
Predictive Maintenance & Asset Monitoring
Cut downtime and extend equipment life with data-driven insights and alerts.
Predictive Maintenance & Asset Monitoring
Smarter monitoring to reduce downtime.
- Track asset health in real time using field data
- Anticipate failures before they happen with AI models
- Reduce maintenance costs and unnecessary site visits
Smart Compliance & Process Automation
Digitize documentation, simplify audits, and meet evolving regulations with less overhead.
Smart Compliance & Process Automation
Simplify reporting and reduce manual work.
- Automate documentation flows and reporting tasks
- Support regulatory readiness for audits and inspections
- Adapt easily to policy changes with configurable tools
Modern Data Platforms
Get the right data, at the right time, to drive decisions and align teams across operations.
Modern Data Platforms
Modernize, and make your data usable, everywhere.
- Centralize IT/OT data across systems and sites
- Build analytics-ready infrastructure with modern technologies
- Enable forecasting, trading, and ESG tracking from a unified source
Hybrid Environments Security (OT/IT)
Protect your infrastructure from growing threats — from field systems to cloud platforms.
Hybrid Environments Security (OT/IT)
Protect critical systems from growing threats.
- Secure both legacy and cloud environments
- Deploy real-time threat detection with AI-powered tools
- Implement network segmentation and zero-trust architecture

CLIENTS

Trusted by energy leaders across the world

LET'S CONNECT

Empower your business with our industry experts

Energy and utility leaders need systems that improve reliability, efficiency, and compliance while supporting long-term modernization. Whether you are modernizing platforms, improving operations, or strengthening resilience, we help you define priorities and execute without disruption.

Contact an industry expert

ENERGY & UTILITIES INSIGHTS