The Circuit

There’s a quiet absurdity in how most organizations approach change. Every few years, a vendor announces the end of support for a version — and suddenly, an entire enterprise scrambles into “transformation mode.” Slide decks get rewritten, budgets inflate, timelines stretch, and the word strategy gets thrown around like confetti.

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When the dashboards look green but your billing team is buried in exceptions—there’s a disconnect.In utilities, billing becomes the silent sinkhole of revenue operations, absorbing every upstream delay, data miss, and failed process. We call it Watermelon Reporting—green on the outside, red on the inside.This post is an ode to the teams who keep the lights on (and the bills going out) despite the chaos—and how the Celonis Utilities Smart Billing App helps them shift from firefighting to forward-looking.

In Utilities, being loud pays.If you're the one complaining the most, chances are, your issue jumps the queue. But what happens to the silent failures no one’s yelling about?That’s the question I dive into in Part 3 of my series.We’ve all seen it—leadership pulled into fire after fire, solving the same problems over and over, while deeper issues go unnoticed. Escalation becomes the strategy. And soon, the whole organization is wired for noise instead of insight.In this post, I talk about how we deliberately built our app to flip that model.

In Part 2 of My Journey to Building an App I Knew Utilities Needed, I explore how process mining helped a utility uncover the real causes of delays in the New Connection process—insights that traditional BI tools simply couldn't deliver. This post highlights how utilities can move beyond surface-level reporting to truly understand operational bottlenecks, improve customer experience, and strengthen their rate cases with data-driven transparency.

"For years, utilities have struggled with process inefficiencies that lead to millions in fines, regulatory scrutiny, and a complete breakdown in customer trust. But what if there was a way to cut through the chaos and truly understand what's going wrong? In this first part of my journey, I share how process mining and the Celonis platform opened my eyes to the brutal truth: most companies don't even recognize their real processes. I’m excited to share how my company, The Good Quarter, is on the verge of launching an app that will finally give utilities the insight they need to fix their meter-to-cash process—and stop the cycle of missed opportunities and massive costs.

Discover the groundbreaking new feature in Google AI Studio that lets you share your screen with AI and get real-time, voice-driven assistance. Say goodbye to screenshots and miscommunication—this tool transforms productivity, troubleshooting, and learning by offering seamless, contextual guidance. It's like having J.A.R.V.I.S. from Iron Man as your personal assistant!

Discover how Object-Centric Process Mining (OCPM) with Celonis transforms business operations. Uncover multi-object interactions, hidden relationships, and end-to-end transparency to drive actionable insights and operational efficiency. Learn how Celonis empowers businesses to move beyond traditional process analysis

Turn dense job aids into an always-on assistant that delivers quick, contextual answers. Discover how I built JobAidAgent using Microsoft Co-Pilot Studio and expanded its capabilities with the RAG framework to transform static resources into dynamic insights.

Before you touch the data, ask yourself: What do I really want to know? Forget about what the data is; think about what you’re trying to uncover. A good question is specific and meaningful, not just to you but to anyone looking for answers.