Most utility companies have a mix of complex IT and traditional legacy systems with emerging SaaS based technologies like Salesforce, etc. To achieve enhanced omni-channel customer experiences, a hybrid model needs to be integrated. Utilities had typically followed a point-to-point integrations approach earlier which worked well if your landscape had a limited number of endpoints but this method doesn’t scale well as your IT landscape becomes complex. To digitalize the customer engagement, we recommend building API assets and use them meticulously by API-led Connectivity and focusing on the reusability of assets to scaleup project faster.

This paper discusses various challenges and trends that we see for IT in utilities space and will deep dive into how MuleSoft and HCLTech, through API led connectivity initiatives can contribute towards offering enhanced and omni-channel experiences to various customers.