Puget Sound Energy (PSE) implemented a Customer Relationship and Billing (CR&B) project to transform its customer experience and operations. The project involved migrating over 1 million customer records and implementing SAP CRM, ECC, and other systems. It included 33 business processes, over 600 users, and extensive data migration and testing efforts. The project improved customer service and visibility, established a common customer view, enabled analytics and self-service capabilities, and positioned PSE for future technologies on a lower total cost of ownership platform. Lessons learned included the importance of governance, data management, relentless testing, and change management.