Unternehmen

EWE

Website

www.ewe.de

Mitarbeiter

Branche

Energy, Energy Services and Telecommunication

Flexperto Funktionen

Scheduling, Messaging, Online-Meeting, E-Signatur

Challenge

  • Use Case 1: Business customers are busy and do not have time to travel long distances to an EWE shop to consult about energy products.
  • Use Case 2: EWE Vertrieb GmbH cooperates with various craft enterprises and partners throughout Germany to provide energy services. Due to the distance, however, cooperation is difficult and takes a lot of time.
  • Use Case 3: In technical support, neither simple telephone calls nor e-mails are always sufficient to help customers in case of a DSL/telephone malfunction. Technical terms are like foreign words for many customers.
  • Flexperto makes it easier to work in these different fields of application and to consult customers and partners.
  • EWE signed a contract in mid-February 2020 and the platform for the first application field was to be ready just under two weeks later.

 

Solution

  • The on-site workshop with Flexperto in Oldenburg enabled all requirements of the individual areas/application fields to be identified and prioritized.
  • The workshop and on-site visit to the established online branch ensured a short-term solution. Therefore, individual solutions were/are built depending on the area/application field, but all of them were/are combined in the holistic communication platform.
  • Through an on-site workshop and remote appointments, a smooth transition was ensured, which the customers themselves did not notice.
  • For Use Case 3, for example, access to video chat via the messaging function is the most user-friendly and simplest answer. In addition, technical problems can be viewed together with the EWE employee in the Video Chat using the camera change function.
  • For Use Cases 2 and 1, both online scheduling and digital consultation are the appropriate tools. Commercial customers and partners are offered more flexibility and time and cost savings.

Results

30%

Increase in NPS through videobased phone calls.

3 Use Cases

EWE is digitizing three use cases, commercial customers’ communication via the online branch, remote cooperation with partners and online technical support.

Volume increase

In addition, EWE is continuously working on expanding the flexperto solution. Most recently, a 30-point action plan for service and sales was developed, which will open up new areas of application.

With flexperto, EWE has thus found a simple and individually tailored solution to their needs and is now a digital pioneer in their service offering among electricity and energy companies.