In the past, utilities primarily communicated with customers through their bill. Today, there are new requirements to interact with customers in real-time. The smart grid enables new products and services, e.g. pre-paid services that require real-time information. Deregulation demands quick responses to market requirements or competitive programs. Political and customer pressure dictates to keep customers informed in a timely manner about planned and unplanned events, e.g. outages and restoration, or customer related threads like bill scams. Increased focus on energy efficiency campaigns and demand response programs requires personalized customer engagement across multiple channels. Managing traditional and new channels like mobile and social in a consistent manner presents a growing challenge. But how can utilities empower their business to engage customers in real-time? We have discussed best-practices and solutions to engage customers like-never before with SAP and OpenText – personalized, multi-channel, and real-time.