A new case study from SAP for Utilities follows PSE’s Customer & System Projects team from spreadsheets to a standardized construction project management integrated with SAP

Puget Sound Energy, the largest electric and natural gas utility in Washington state, has shared how its Customer & System Projects organization modernized the way it manages customer construction. This new case study follows the team’s journey from personal spreadsheets and individual tracking methods to a standardized project management layer that runs on KloudGin and syncs with SAP in real time.

PSE’s C&SP organization handles roughly 20,000 customer requests a year. About half go straight to field crews. The other 10,000 are complex enough to need a project manager’s full attention, and until recently each project manager tracked that work their own way. The case study covers why PSE chose to build on its existing SAP environment rather than replace it, how the new layer (known internally as BOLT) gives project managers and supervisors a shared view of what needs attention and what’s waiting on the customer, and how it lays the groundwork for a customer construction portal targeted for 2027.

The lesson travels well beyond Washington State. Project managers and supervisors now work from one shared view of status, priorities, and handoffs, so a colleague can step in when someone is out and the organization can see where work is idle or waiting on a customer. Less time on manual administration means more time applying technical expertise to complex projects. And because the customer construction portal will draw its information directly from the same layer, the visibility PSE built for its own teams is the visibility its customers will get next.