Confirmation of design - is this the best way to use Teleservice in a utilities company call center?

Hi team,

Teleservice is built for a customer product, where you enter the serial number, or tag of the product into the Service Request, and this recalls the Customer details/Contract details etc.  This is fantastic functionality and works really well.

However, in a utility industry call center, the Water/Electricity/Gas Utility owns all the assets (pipes, valves, pylons, transformers, pumps etc.).  So the question is 'who is the customer?', and what is the impact on the ownership of assets?  How have you set up the Service Request in similar environments?  What examples of how you have set this up please to validate our suggested design?