UAE Regional Utility Etihad Water & Electricity Moving to New SAP Solution to Improve CX

SAP’s S4/HANA Will Leverage Solution’s AI and Machine Learning Capabilities

The regional utility in the United Arab Emirates (UAE) known as Etihad Water & Electricity (EtihadWE) is embarking on a new digitalization initiative to improve CX and achieve other goals, the utility said in a news release dated August 29 on its website.

EtihadWE is moving its business process workflows to the cloud platform of SAP in a shift that aligns with the utility’s digital transformation roadmap to provide best-in-class levels of excellence, said Mohammad Saleh, director general of EtihadWE.

“Thanks to our digital transformation with SAP, we can use real-time data to enhance customer satisfaction, manage assets and network optimally, increase automation, enhance employee experience and productivity, achieve economic growth, and support environmental sustainability,” said Saleh.

As part of the transformation, EtihadWE will transition from its current SAP Business Suite to S/4HANA, the lead enterprise resource planning (ERP) solution from SAP. By deploying the upgrade, EtihadWE will be able to leverage the solution’s built-in capabilities in artificial intelligence (AI) and machine learning (ML). A blog post from SAP explains in detail the advantages and benefits provided by S/4HANA compared to the Business Suite. For EtihadWE, leveraging S/4HANA will also help improve asset management, business processes related to procurement, and practices involving human resources.

EtihadWE was formerly known as the Federal Electricity and Water Authority (FEWA), a utility established in 1999 to serve the UAE’s four northern emirates of Ajman, Ras Al Khaimah, Umm Al Quwain, and Fujairah. Approximately 3 million people are currently served by EtihadWE in the northern emirates. Aside from EtihadWE, the UAE has three public utilities to serve each of the federation’s three largest and most populous emirates of Abu Dhabi, Dubai, and Sharjah.

Author Information

Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.

At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.


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