Digital Customer Service Area
Implementation of a uniform customer interface (eKuSS) with the help of Microsoft Dynamics 365
Industry: Energy industry
Technology: Microsoft Dynamics 365 - CRM-Platform/Customer portals
“The realisation of the uniform customer interface (eKuSS) at Westnetz makes our NON-EDIFACT communication with end customers and market partners digital, transparent and easier across departments. Thanks to DIGITALL who helped with the conception, implementation and operation, our IT, specialist department and system management were able to achieve this goal. I would like to take this opportunity to thank you for the past (and future) cooperation.”
Solution Coordinator at e.Kundenservice Netz GmbH on behalf of Westnetz
Challenges: A complex digital system landscape
The uniform customer interface (eKuSS) at Westnetz needed to create a complex digital system landscape in which various departmental processes could be digitized, automated and implemented more easily.
In the process, various input channels needed to be combined in a new MS Dynamics 365:
- E-mail, incoming mail via a new OCR/AI* tool
- Telephone via Computer Telephone Integration (CTI)
- new customer portals
The goal was to enable an as yet impossible 360° customer view.
Additionally, the outbound channels needed to be standardised, digitalised and automated and various back-office systems had to be connected.
The implementation was planned with an agile working method which was new to Westnetz, combining cross-functional, distributed teams in new roles and at different locations.
*OCR = Optical Character Recognition , AI = Artificial Intelligence
Solution: eKuSS for digital workflows across 1500 users
The eKuSS solution was created and successfully introduced. Today (2021), around 1500 users are on the platform. In addition, various departmental processes have been digitalized and automated. The workload of the departments has been reduced. The agile way of working has become part of the Westnetz culture.
Introduction of CRM – Creation of a complex CRM system landscape with MS Dynamics 365.
Creation of interfaces – integration of the individual systems with the CRM for a (bi-directional) data exchange and for automated, optimized processes within various departments.
Connection of correspondence management – mapping of data from the CRM for the automated creation of letters, e-mails and documents as well as linking to the CRM.
Westnetz is a electricity and gas distribution system operator in western Germany. Based in Dortmund, the company is a wholly owned subsidiary of the energy company Westenergie AG. The company operates networks of different owners, which are made available to all market participants. Westnetzt builds, plans and operates a network from Emsland to Hunsrück, from the Dutch border to the Weserbergland region.
With 5,800 employees, 175,000 kilometers of electricity network and 24,000 kilometers of gas network, Westnetz has been ensuring for many years that customers are supplied with energy efficiently and without disruption around the clock.
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