GELSENWASSER: Focusing on the Customer with SAP® Multichannel Foundation for Utilities and Public Sector Company GELSENWASSER AG Headquarters Gelsenkirchen, Germany Industry Utilities Products and Services Water, electricity, heating, natural gas, wastewater Employees 1,732 (2014) Revenue €902 million Website www.gelsenwasser.de Partner SAP® Consulting Objectives Implement online customer services for 11 retail companies with up to 5 divisions and the grid operator of GELSENWASSER, with each company having its own layout Create a complete enrollment process for new customers, including an online price calculator and product finder, integrated with the Web content management system Allow customers to submit their meter readings by scanning a personalized QR code on their mobile devices Why SAP Future-oriented solution with SAP Multichannel Foundation for Utilities and Public Sector software Existing successful partnerships with the SAP Consulting organization, which has resulted in numerous successful implementation projects over many years Trust in the industry expertise at SAP Resolution Implemented the new online service in conjunction with the relaunch of the complete Web presence of GELSENWASSER and its retail companies Benefits Renewed the online customer center with a fresh design and a modern user experience Provided extension capabilities for mobile apps and social media Established integration protocols for future GELSENWASSER brands and IT customers Added new online services like new customer enrollment, supplier switch, and product change Easier Access to customer service processes across all channels Efficient Processing of enrollment processes Flexible User interface design for different retail brands “SAP Multichannel Foundation for Utilities and Public Sector combines future-oriented technology and a modern user experience, both of which are very important to us.” Ralph Rombeck, Head of Billing, GELSENWASSER AG 40678 (2015/09) This content is approved by the customer and may not be altered under any circumstances.