1. 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
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.