At Chesapeake Utilities, innovation is more than a buzzword—it’s a commitment to continuous improvement and delivering exceptional value to our customers, employees, and stakeholders. That commitment came to life through Project 1CX, our enterprise-wide transformation initiative built on SAP S/4HANA.

This ambitious program was designed to unify our operations, modernize legacy systems and create a scalable foundation for future growth and acquisitions. The result is a smarter, more agile organization equipped to meet the evolving needs of our industry and the communities we serve.

Why Project 1CX?

As Chesapeake Utilities expanded across regions and business units, the need for a unified digital backbone became clear. Project 1CX was launched to:

• Consolidate disparate systems into a single, integrated platform
• Standardize processes across departments and subsidiaries
• Enable real-time data access for faster, more informed decision-making
• Support future scalability for acquisitions and new service offerings

Key Achievements

The transformation has already delivered measurable results across several critical areas:

• Customer Experience Enhancements
  We integrated our Customer Information Systems (CIS) and launched new customer portals, giving users more control and transparency over their accounts. These tools offer intuitive interfaces, self-service options and real-time updates—raising the bar for customer engagement.
• Operational Efficiency
  Exception management was streamlined, resulting in a 43% reduction in cases. This means fewer delays, faster resolutions and improved service reliability.
• Advanced Analytics Platform
  Leveraging SAP Datasphere, SAC and Power BI, we built a secure and scalable analytics environment. Teams now have access to dynamic dashboards and real-time insights, empowering data-driven decisions across the enterprise.
• AI-Driven Forecasting
  We’ve begun integrating artificial intelligence to support predictive forecasting. These tools help us anticipate demand, optimize resource allocation, and proactively manage infrastructure—enhancing both performance and safety.

Empowering People and Performance

Beyond technology, Project 1CX has been a catalyst for cultural change. It has empowered our teams with better tools, clearer processes, and a shared vision for innovation. Employees across all business units are now equipped to collaborate more effectively and respond to challenges with agility.

“Project 1CX has been a game-changer for Chesapeake Utilities. It’s wasn’t just about upgrading systems, but rather transforming how we work, how we serve our customers and how we prepare for the future. The collaboration and commitment across teams has been truly inspiring.” Puru Buddha,  AVP, Digital Transformation

What’s Next?

As we continue to evolve, Chesapeake Utilities remains focused on leveraging technology to drive sustainable growth, improve customer outcomes, and lead the energy industry into the future. Project 1CX is just the beginning of our digital journey—and we’re excited to share what comes next.