Field Service

Customer marketplace – end-to-end digitalization for network processes

Problem

The previous process for ordering and constructing electricity, gas, water and district heating connections was manual and paper-based – the provision, consultation and obtaining of approvals from public authorities as well as construction coordination and tender calculation was correspondingly complex
Customers often had to physically submit applications , appointment coordination and queries were handled by telephone
Manual data transfer between different departments (e.g. for geoinformation and price calculation) and external partners and authorities was also error-prone and time-consuming

Solution

With the customer marketplace, a utility company offers its customers the opportunity to order electricity, gas, water and district heating connections directly via a portal
The completed application is sent to the fully integrated SAP system for quotation calculation and preparation – the customer sees directly whether it is possible to submit a flat-rate quotation
The geographic information system (GIS) checks whether there is enough electricity at the property, for example
The entire end-to-end process runs digitally through corresponding workflows and internal and external portal views.

Impact

End-to-end solution for the digitalization of network expansion.

Quotations are created and accepted in a single, seamless step without the need for a signature. Order processing is digitalized end-to-end right up to the construction service manager via process role-oriented portals (clerk and service provider portal) on a uniform platform without system and media disruptions. As a result, throughput times have increased by 60% across the board.