Modernizing Utility Operations from Legacy CIS to SAP & the Cloud
Case Studies
Executive Summary
A major U.S. West Coast utility needed to modernize its aging, in-house Customer Information System (CIS). The goals were to meet regulatory mandates, improve customer engagement, reduce operational risk, and prepare for a scalable, cloud-ready future.
Balboa Bay Partners (BBP) supported the utility through every step of this transformation. From strategic planning and foundational assessments, to implementing SAP ISU, optimizing systems and field operations, and preparing for AWS and SAP RISE, BBP delivered structure, clarity, and execution in one of the most complex utility modernization journeys in the country.
Business Challenges
The legacy CIS could not keep pace with evolving rate structures, regulatory compliance mandates, new customer programs, or customer experience expectations.
Business processes and IT systems were fragmented, required “band-aids” and manual workarounds, leading to inefficiencies and risk.
The utility relied on hundreds of internal and third-party systems that lacked integration governance.
Testing was decentralized and undocumented, increasing time to delivery and post-release issues.
The existing infrastructure was exposed to security risks, had high support costs with a shrinking talent pool, could not integrate to newer tools and technologies, and was not cloud-ready.
Transformation Approach
Laying the Foundation
Large scale CIS modernization efforts are very complex in nature, involve a fair amount of risk, and typically involve the elimination of numerous customizations. BBP helped the utility prepare for change. This included:
Identifying architectural risks in the legacy landscape and establishing modernization priorities.
Helping the client understand regulatory dependencies, customer impact, and operational readiness.
Creating a comprehensive strategy and action plan for application rationalization and minimal customization in the targeted SAP platform
These efforts ensured the SAP and cloud journey was not just a system replacement, but a strategic business transformation.
Migrating from Legacy CIS to SAP ISU
With the foundation in place, the utility began the multi-year process of migrating to SAP. BBP played a key role in:
Moving billing, device, and customer service processes into standardized SAP modules.
Managing more than 300 interfaces, including rate engines, metering systems, CRM, and third-party apps.
Establishing a TMO (Test Management Office), leading test strategy and execution, and developing over 13,000 test cases with automation, traceability, and business validation.
Supporting regulatory-driven rate changes and ensuring cutover timelines aligned with billing and compliance cycles.
The transition to SAP was delivered with minimal disruption, full testing coverage, and complete operational continuity.
Stabilizing, Optimizing, and S/4 HANA readiness
Following the first go-live onto SAP ISU, BBP participated in several stabilization and optimization efforts:
Retired more than 40 legacy applications and simplified over 600 integrations.
Improved the accuracy of field design and cost data by standardizing Compatible Unit and Macro Unit structures.
Enabled mobile work management by integrating SAP with field service platforms used across electric and gas operations.
Delivered tools and processes to support Community Choice Aggregation programs, including enrollment, rate comparisons, and customer outreach.
Optimized business processes in customer operations, billing analysis and exception management, rate configuration, specialized programs, and other areas
Assisting with the transition from SAP’s ECC to S4/HANA in multiple areas such as financials, meter-to-cash, service order lifecycle management, and procure-to-pay by establishing migration strategies, developing and executing test plans, and performing enterprise-level business process analysis
These initiatives ensured the SAP environment was not only functional, but scalable, efficient, and aligned with long-term business goals.
Enhancing Customer Experience and Digital Operations
BBP also supported major customer-facing improvements during and after the transition to S4/HANA:
Migrated 2.7 million customers to a new time-of-use billing structure using CRM-integrated campaigns and self-service tools.
Reduced call volumes and improved customer satisfaction by upgrading IVR systems and modernizing contact center workflows.
Enabled EV billing, clean transportation programs, and advanced payment processing through digital portals and automated backend processes.
Supported data privacy, notification preferences, and regulatory tracking tools to ensure compliance with evolving standards.
These efforts helped the utility improve service quality while reducing operational costs.
Preparing for the Cloud and SAP RISE
BBP is helping the utility by laying the groundwork:
Migrating analytics dashboards, emergency operations tools, and admin functionality to the cloud
Reducing interface complexity and improving data hygiene across the SAP environment.
Establishing test, monitoring, and configuration environments aligned with SAP RISE and cloud deployment best practices.
The utility will be positioned to transition to cloud infrastructure without significant rework or business disruption.
Key Outcomes and Customer Benefits
Successful implementation of SAP ISU onto the ECC and S4/HANA platforms with managed business impact.
Over 80 internal and third-party systems retired, remediated, or integrated.
Streamlined testing and release processes, improving quality and reducing cycle times.
Increased accuracy in billing, improved field service operations, ability to support and offer complex rates and advanced customer programs
Cloud-ready infrastructure and processes that support future migration and scalability.
Why BBP?
BBP delivers transformation at every layer of the utility enterprise.
We understand utilities
From rate structure design to AMI, customer programs, and regulatory reporting, we’ve delivered in the most complex environments.
We own outcomes
Whether it’s testing, integration, program management, or remediation, our teams take responsibility and drive delivery forward.
We future-proof operations
Our work doesn’t stop at go-live. We help clients simplify, scale, and prepare for what’s next.
If you’re planning a major CIS, SAP, or cloud transformation, BBP is the partner that can take you from idea to impact with confidence.
Headquartered in Southern California, Balboa Bay Partners (BBP) specializes in Software and Consulting Solutions for all things energy, from the seed of an idea to the final product, representing clients throughout their transformation journey.
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