Digital disturbance processing at the energy services provider of the city of Bern, Energie Wasser Bern (ewb): with the process automation project “StörMi” developed by FROX, ewb’s customer service, operations centre and service teams are all pulling together in a digital direction
Energie Wasser Bern (ewb) supplies the city of Bern with electricity, natural gas, biogas, district heating, water and fiber optic internet. Their networks division ensures a reliable network infrastructure for the various media. The quick and effective elimination of faults is one of the most important processes and is essential for customers. In the past, there were different processes for dealing with disruptions, which were interrupted by different media. Communication between the departments involved was time-consuming, and there was no central information and documentation basis.
With the introduction of a new solution, a standardized, cross-media fault handling process was to be created at the same time and the parties involved were to be connected with a digital information string.
As ewb’s digitalization partner, we have developed the “StörMi” process solution for network operations together with our technology partner Axon Ivy. This modern process solution provides end-to-end digital 7×24h support for customer service, the operations center and service teams in the field. The parties involved receive tasks and document their activities live on the fault dossier, which is equally visible to everyone. As a result, the flow of information is guaranteed, coordination becomes easier and peer-to-peer communication is significantly reduced. Preconfigured messages can be automatically pushed onto the website via the central communication component, and dedicated recipient groups can be informed via SMS or e-mail. The complete fault documentation (incl. photos, videos) also allows an optimal evaluation, and the identified follow-up measures provide valuable information for downstream maintenance orders. You can find all information on digital fault processing with the “StörMi” process solution at Energie Wasser Bern in the customer project:
