1. HAMBURG WASSER: Water Supply 2
HAMBURG WASSER: Water Supply 2.0 with SAP® Multichannel Foundation for Utilities and Public Sector
Company
HAMBURG WASSER
Headquarters
Hamburg, Germany
Industry
Utilities
Products and Services
Water and waste water
Employees
2,100
Web Site
Partners
best practice consulting AG DSC Unternehmensberatung und Software GmbH
Objectives
Offer a modern online portal for water and waste water customers and automate as many services as possible
Reduce personnel expenses and postage prices for the customer service department
Increase the number of online customers from 10% to 30% by the end of 2020
Why SAP
Future-oriented technology, such as SAP® Gateway technology and the UI development toolkit for HTML5
Responsive user interface design that supports online services, especially for mobile devices
Clear separation between UI design and functionality
Ease of third-party extension and adaptation
Resolution
Implemented SAP Multichannel Foundation for Utilities and Public Sector software as a new customer portal
Automated move-in/move-out services with the BRFplus business rules management system with help from best practice consulting AG (bpc) and DSC Unternehmensberatung und Software GmbH
Integrated the ordering and registration processes in the SAP Customer Relationship Management application
Moved from the previous online portal (based on an implementation of customer e-services for utilities) to SAP Multichannel Foundation for Utilities and Public Sector and went live on schedule and within budget
Future plans
Introduce other online services, for example, managing surfaces to calculate precipitation water charges
Establish a customer portal for the housing industry
5.7%
Of all customers registered for the new customer portal during the first quarter
Faster
Support of mobile devices (smartphones and tablets) due to responsive design
Lower
Personnel expenses and postage prices thanks to increased use of online service
“For the needs of our project and future requirements, we consider SAP Multichannel Foundation for Utilities and Public Sector the right software – especially due to its future-proof orientation. With the help of partners bpc and DSC, we managed to implement the new customer portal with its complex requirements within a tight schedule and with high customer satisfaction.”
Martin Eckard, Project Lead, HAMBURG WASSER
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