Close to customers thanks to optimized customer service

Initial situation

What was the situation up to now?

The Customer Service Center at BKW Energie AG has 50 employees who handle around 300,000 customer inquiries per year, which are submitted by telephone, e-mail, or letter. In order to meet the increasing demands for smooth customer service, BKW has been using the “Phoenix” customer center solution for years, which was operated by CC Energie and is based on Axon Ivy Process Automation technology.

The omnichannel solution comprises digitally supported end-to-end processing with simple, system-guided processes, a telephony connection, automated categorization of incoming inquiries, real-time integration with the SAP core system, and automation of output management for all customer confirmations.

The version used was technically outdated and needed to be updated. In addition, it was a strategic goal to adopt the solution in-house in order to strengthen flexibility and independence.

Customer benefits

What has improved as a result of the solution?

As part of the project, the “Phoenix” solution was successfully migrated to the latest version of Axon Ivy and integrated into BKW's operational activities in terms of both organization and IT. The customer center continued to run smoothly during and after the migration. Today, BKW benefits from a stable, modern, and highly scalable solution that strengthens customer service in the long term and offers scope for innovation. BKW is thus ideally equipped to further develop its customer processes in an efficient and future-oriented manner.

Daily benefits for BKW:

• Digital support for a wide range of services: from simple requests for invoice copies and deferral requests to complex relocation processes
• Flexible deployment of agents thanks to standardized processes
• Quick and easy training and induction of new employees (“as easy as at Zalando”)
• Overview and transparency of current and upcoming requests and tasks
• Measurable process performance and internal benchmarking
• Consistent and comprehensive end-to-end reporting across all channels

Services

What services have we provided?

The “Phoenix” customer service solution was developed by FROX in collaboration with BKW. The technical upgrade of the Axon Ivy automation platform and the migration of the solution were carried out very efficiently. As a long-standing digitalization partner, FROX was able to support BKW in many areas during the introduction of the solution into internal operations.

Our services for BKW:

• Upgrade of the Axon Ivy Process Automation Platform and migration of the “Phoenix” solution
• Installation and configuration of the solution in BKW's IT environment
• Support in setting up support and application management “Phoenix” at BKW
• Support and further development

Platforms & technology

Which platforms and technologies did we use?

• Axon Ivy

Industries

For which industry was the solution developed?

• Energy Sector