For one energy company, digital transformation has been a catalyst for positive social impact.

  • As energy prices rise, it is especially important for companies to take care of their customers.
  • Gas distributor SGN uses a suite of Lenovo products to help vulnerable customers in the field.
  • This human-centered approach reflects Lenovo’s commitment to innovation while ensuring that SGN has a positive impact on society.

As the cost-of-living crisis and rising energy prices begin to take a toll on people, it may be more important than ever for companies to make a commitment to care for their customers, especially those in vulnerable situations.

SGN, a company that oversees a network of pipes that bring gas to homes and businesses in Scotland and the South East of England, is focused on making a positive impact on people in their communities and keeping customers safe and warm. Its employees work around the clock to make sure the gas is distributed safely, and its engineering teams employ thousands of people.

The gas distributor uses the entire ecosystem of Lenovo products, including moto g31 smartphones and ThinkPad X13 devices, to access digital resources to help vulnerable customers in the field. “This technology allows us to really go beyond what our customers expect us to do when they call us for a gas leak,” said Paul Morris, SGN Services Delivery Manager.

Reliable technology

SGN employs emergency gas engineers who take over the company’s “maintenance and repair” services, helping the most vulnerable customers access emergency funding if their gas appliances need to be repaired or replaced.

“High screen specs mean Lenovo devices can handle just about anything they take on,” Morris said. “We have seen that their reliability has helped to reduce failures in the field, which with 2,500 mobile employees working almost every day of the year is a big advantage for SGN.”

SGN’s maintenance and repair services are provided in partnership with AgilityEco and were developed “in response to our engineers telling us they want to do more to help clients who are financially vulnerable or need help finding a registered engineer on gas safety to eliminate unsafe gas equipment,” the company’s website says.

The gas distributor aims to support 250,000 vulnerable households and customers between 2021 and 2026 in safe, efficient and affordable energy use and is using over £16 million in funding from regulator Ofgem to work with these communities. SGN also has a number of non-profit and other partners, such as the Wise Group, that help people reduce their utility bills.

Lenovo’s people-centered approach

Lenovo is committed to long-term innovation, and creating social value is one of the company’s key goals in this direction. Making people feel more or more secure, improve their well-being or health, and make their lives easier are some of the ways the company defines innovation.

In turn, using Lenovo products helps SGN make a positive impact. “Lenovo products allow our engineers and office workers to have easy and quick access to all the resources that enable us to safely and reliably deliver gas to our 5.9 million customers,” said Morris.

Lenovo’s Moto g31 is SGN’s favorite smartphone. “This allows our engineers to contact our emergency center 24 hours a day and quickly and easily access operational data and other information, which helps improve productivity and customer satisfaction while keeping our employees and customers safe,” said Morris.

Digital transformation

As a company responsible for such a vital service, SGN must ensure that it uses technology that is up to the task at hand.

SGN has been with Lenovo for more than 10 years, Morris says, and its products have become an important part of the business. “During this time, we have gone from being seen as a tool to help with daily activities to becoming the backbone of every employee’s work life,” he said.

Along with Motorola devices (Lenovo bought the company back in 2014), SGN uses Lenovo monitors, desktops, docking stations and keyboards. “Lenovo offers value-for-money yet long-lasting products, which — for a regulated organization like SGN — is critical given our rationale for the costs required at each step,” Morris said.

Leveraging a variety of Lenovo hardware and Microsoft Teams software has enabled the company to excel in its digital transformation. SGN has worked well together and maintained high productivity throughout the pandemic and beyond, Morris said, and using Lenovo devices has played a key role in helping workers feel like they’re all “still together.”

Learn more about the Lenovo product suite here.

This post was created by Lenovo in collaboration with Insider Studios.

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