Close to customers thanks to digitalization
Efficient customer service is crucial for customer satisfaction today – especially for energy suppliers with high volumes of inquiries. BKW Energie AG wanted to modernize its “Phoenix” customer center solution, developed in collaboration with FROX, while also gaining greater independence and flexibility. To achieve this, the existing omnichannel solution was migrated to the latest version of the Axon Ivy Process Automation Platform and transferred to the energy supplier’s internal operations.
From complexity to greater efficiency in customer service
Around 300,000 customer inquiries per year mean that BKW’s customer service center has to respond quickly and transparently. The previous version of “Phoenix” was technically outdated and could no longer meet the increasing demands. The goal was to modernize the platform and pave the way for future-proof customer service. Since the modernization, BKW has benefited from a stable and highly scalable solution that enables efficient processes and offers room for innovation. This means that BKW is ideally equipped to continuously develop its customer processes.
Curious? In the detailed project description, you can find out how the migration was implemented and what concrete added value BKW has achieved. Read the use case now!
