{"id":18386,"date":"2019-02-12T11:43:55","date_gmt":"2019-02-12T10:43:55","guid":{"rendered":"https:\/\/referenzen.mgm-tp.com\/project\/swb2-2\/"},"modified":"2019-03-07T13:49:12","modified_gmt":"2019-03-07T12:49:12","slug":"swb2-2","status":"publish","type":"project","link":"https:\/\/referenzen.mgm-tp.com\/en\/project\/swb2-2\/","title":{"rendered":"swb2"},"content":{"rendered":"<p>[et_pb_section bb_built=&#8221;1&#8243; fullwidth=&#8221;on&#8221; specialty=&#8221;off&#8221; next_background_color=&#8221;#000000&#8243;][et_pb_fullwidth_slider _builder_version=&#8221;3.1.1&#8243; show_arrows=&#8221;off&#8221; show_pagination=&#8221;off&#8221; button_letter_spacing_hover_tablet=&#8221;50&#8243;][et_pb_slide _builder_version=&#8221;3.1.1&#8243; heading=&#8221;Realizing optimization potentials by implementing a highly automated and integrated customer self-service system&#8221; button_link=&#8221;#&#8221; background_color=&#8221;#ffffff&#8221; use_background_color_gradient=&#8221;off&#8221; background_color_gradient_start=&#8221;#2b87da&#8221; background_color_gradient_end=&#8221;#29c4a9&#8243; background_color_gradient_type=&#8221;linear&#8221; background_color_gradient_direction=&#8221;180deg&#8221; background_color_gradient_direction_radial=&#8221;center&#8221; background_color_gradient_start_position=&#8221;0%&#8221; background_color_gradient_end_position=&#8221;100%&#8221; background_color_gradient_overlays_image=&#8221;off&#8221; background_image=&#8221;https:\/\/referenzen.mgm-tp.com\/wp-content\/uploads\/2019\/02\/swb2-header.jpg&#8221; parallax=&#8221;off&#8221; parallax_method=&#8221;on&#8221; background_size=&#8221;cover&#8221; background_position=&#8221;center&#8221; background_repeat=&#8221;no-repeat&#8221; background_blend=&#8221;normal&#8221; allow_player_pause=&#8221;off&#8221; background_video_pause_outside_viewport=&#8221;on&#8221; use_bg_overlay=&#8221;off&#8221; use_text_overlay=&#8221;off&#8221; text_border_radius=&#8221;3&#8243; alignment=&#8221;center&#8221; child_filter_hue_rotate=&#8221;0deg&#8221; child_filter_saturate=&#8221;100%&#8221; child_filter_brightness=&#8221;100%&#8221; child_filter_contrast=&#8221;100%&#8221; child_filter_invert=&#8221;0%&#8221; child_filter_sepia=&#8221;0%&#8221; child_filter_opacity=&#8221;100%&#8221; child_filter_blur=&#8221;0px&#8221; child_mix_blend_mode=&#8221;normal&#8221; background_layout=&#8221;dark&#8221; text_shadow_style=&#8221;none&#8221; header_text_shadow_style=&#8221;none&#8221; body_text_shadow_style=&#8221;none&#8221; custom_button=&#8221;off&#8221; button_bg_use_color_gradient=&#8221;off&#8221; button_bg_color_gradient_overlays_image=&#8221;off&#8221; button_use_icon=&#8221;on&#8221; button_on_hover=&#8221;on&#8221; button_text_shadow_style=&#8221;none&#8221; box_shadow_style_button=&#8221;none&#8221; \/][\/et_pb_fullwidth_slider][\/et_pb_section][et_pb_section bb_built=&#8221;1&#8243; admin_label=&#8221;section&#8221; fullwidth=&#8221;off&#8221; specialty=&#8221;off&#8221; prev_background_color=&#8221;#000000&#8243;][et_pb_row][et_pb_column type=&#8221;2_3&#8243;][et_pb_text use_border_color=&#8221;off&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221; background_size=&#8221;initial&#8221; _builder_version=&#8221;3.1.1&#8243;]<\/p>\n<p><strong>Besides the customer channels service center for telephone and written communication as well as the customer centers for personal advice, swb realized that a growing number of customers also see online communication** with the swb as a possibility to experience customer closeness.<\/strong><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-11261\" src=\"https:\/\/referenzen.mgm-tp.com\/wp-content\/uploads\/swb-Abbildung1.png\" width=\"791\" height=\"458\" \/><\/p>\n<h3>Opportunities and Challenges<\/h3>\n<p>In recent years, customers have learned to carry out bank transactions, take out insurance and make general purchases online. As a result, people now have certain expectations as regards online communication. These are:<\/p>\n<ul>\n<li><strong>Uncomplicated and fast:<\/strong> Complete online resolution of issues with no need for further correspondence<\/li>\n<li><strong>Secure, direct access to personal \u201ccustomer account\u201d<\/strong><\/li>\n<li><strong>Integrated with other departments:<\/strong> Online users expect other departments in the company to be able to view past online transactions and provide assistance on that basis.<\/li>\n<\/ul>\n<p>Consequently, from a technical perspective, it was necessary to integrate the online system with swb&#8217;s process-operating systems (the Oceans 2006 CRM system and the SAP IS-U billing system).<\/p>\n<p>In addition to providing a comprehensive service for customers, a highly automated customer channel provides the opportunity to free up capacity in existing service organizations dramatically, especially at peak times (billing, annual meter reading). This helps cut the cost of employing additional service staff and substantially increases the availability of service advisors for the customers.<\/p>\n<h3>Expertise from mgm technology partners<\/h3>\n<p>mgm technology partners came up with the concept for swb&#8217;s online future in conjunction with swb&#8217;s marketing department and nordIT, a service provider close to swb. \u201cWith its CRM and portal experience, mgm was able to show us a number of quickly realizable solutions,\u201d says Jens Riddel, project manager at swb, describing the cooperation with mgm. \u201cAfter all, we wanted to be fully involved in the process and not simply hand the work over to an external service provider,\u201d adds Riddel.<\/p>\n<p>The result is a modern Java\/J2EE solution which is incorporated in the swb website and integrated with the CRM infrastructure and the billing system. swb customers can now log in to the website and immediately access their up-to-date account information. From here, all of the relevant transactions for residential customers are handled, such as:<\/p>\n<ul>\n<li>Latest meter reading<\/li>\n<li>Moving house<\/li>\n<li>Bank \/ registration details<\/li>\n<li>Inquiries<\/li>\n<li>Services<\/li>\n<\/ul>\n<p>Only if the quality assurance function shows up an apparent error does the customer center become involved (for instance if a user enters an implausible meter reading). The solution was gradually extended, with components added to enable business and building-management customers to use the online system.<\/p>\n<h3>Results achieved<\/h3>\n<p>The customer self-service (CSS) system has since developed into a new pillar of customer communications at swb. Although not explicitly advertised initially, user numbers rose continually. The initial period was used to better adjust the ergonomics of the system to the needs of the customers, many of whom made suggestions for improvements directly through the CSS.<\/p>\n<p>\u201cIn customer-facing areas, every company needs to be in a position to adapt its processes and systems quickly,\u201d explains Norbert Dreier, nordIT project manager. \u201cThe flexibility of the solution enables our client swb to react quickly at any time and thus gives them the opportunity to distinguish themselves on the market.\u201d These days, for example, up to 15% of the capacity in swb&#8217;s service organization is freed up at peak times. This has a positive impact on the service level and allows customer advisors to concentrate on the more complex customer inquiries.<\/p>\n<h3>Customer Satisfaction<\/h3>\n<p>The collaboration enabled a solution to be produced that is accepted by swb&#8217;s customers, while also supporting swb&#8217;s business targets thanks to the increased efficiency it brings. The cooperation model allows swb&#8217;s marketing team to realistically plan new concepts based on the enhanced knowledge the system provides and to bring new ideas to market very quickly, sometimes within a few days. \u201cWe look at the figures every month and are very pleased with how quickly our investment is paying off,\u201d says Robert Benckert, marketing team leader at swb, who is delighted with the success of the project.<\/p>\n<p>* This reference has been officially confirmed by swb.<\/p>\n<p>** More than 54% of Bremen residents were internet users in 2005, according to tns infratest&#8217;s &#8220;(N)Onliners&#8221; study.<\/p>\n<p>&nbsp;<\/p>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;1_3&#8243;][et_pb_text use_border_color=&#8221;off&#8221; module_class=&#8221;sidebar&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221; background_size=&#8221;initial&#8221; _builder_version=&#8221;3.1.1&#8243;]<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/referenzen.mgm-tp.com\/wp-content\/uploads\/SBW-Logo.png\" \/><\/p>\n<p>swb AG in Bremen and Bremerhaven is Germany\u2019s twelfth-biggest regional utility company, serving more than 380,000 costumers. swb offers the full range of energy-supply services and continually investing in optimizing its costumer and service organization in order to be as approachable as possible for the local population it serves in Bremen and Bremerhaven.<\/p>\n<p><strong><br \/>\nJens Riddel<br \/>\n<\/strong>Project manager at swb<\/p>\n<p><em>\u201cWith its CRM and portal experience, mgm was able to show us a number of quickly realizable solutions.\u201d<\/em><\/p>\n<h4><\/h4>\n<h4>Downloads<\/h4>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-12676 size-full\" src=\"https:\/\/referenzen.mgm-tp.com\/wp-content\/uploads\/swb2-Download-2.png\" width=\"460\" height=\"460\" \/><\/p>\n<p><a href=\"https:\/\/referenzen.mgm-tp.com\/wp-content\/uploads\/2016-03-17_Referenz_SWB_CustomerSelfService_ENG.pdf\" target=\"_blank\" rel=\"noopener\">Reference swb as PDF<\/a><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Implementation of a highly automated and integrated customer self-service system<\/p>\n","protected":false},"author":5,"featured_media":19998,"comment_status":"closed","ping_status":"open","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"<p>[et_pb_section admin_label=\"section\" fullwidth=\"on\" specialty=\"off\" background_color=\"#ffffff\" inner_shadow=\"off\" parallax=\"off\" parallax_method=\"off\" transparent_background=\"off\" allow_player_pause=\"off\" padding_mobile=\"off\" make_fullwidth=\"off\" use_custom_width=\"off\" width_unit=\"on\" make_equal=\"off\" use_custom_gutter=\"off\" module_class=\"show_banner\"][et_pb_fullwidth_slider admin_label=\"Header\" show_arrows=\"off\" show_pagination=\"off\" auto=\"off\" parallax=\"off\" module_class=\"description-left video-header\" auto_ignore_hover=\"off\" parallax_method=\"off\" remove_inner_shadow=\"off\" background_position=\"default\" background_size=\"default\" hide_content_on_mobile=\"off\" hide_cta_on_mobile=\"off\" show_image_video_mobile=\"off\" custom_button=\"off\" button_letter_spacing=\"0\" button_use_icon=\"default\" button_icon_placement=\"right\" button_on_hover=\"on\" button_letter_spacing_hover=\"0\"] [et_pb_slide background_image=\"https:\/\/referenzen.mgm-tp.com\/wp-content\/uploads\/swb2-header.png \" background_color=\"#ffffff\" alignment=\"center\" background_layout=\"dark\" video_bg_width=\"1920\" video_bg_height=\"540\" background_position=\"default\" background_size=\"default\" use_bg_overlay=\"off\" use_text_overlay=\"off\" allow_player_pause=\"off\" text_border_radius=\"3\" header_font_select=\"default\" header_font=\"||||\" body_font_select=\"default\" body_font=\"||||\" custom_button=\"off\" button_font_select=\"default\" button_font=\"||||\" button_use_icon=\"default\" button_icon_placement=\"right\" button_on_hover=\"on\" heading=\"Realizing optimization potentials by implementing a highly automated and integrated customer self-service system\"] [\/et_pb_slide] [\/et_pb_fullwidth_slider][\/et_pb_section][et_pb_section admin_label=\"section\" fullwidth=\"off\" specialty=\"off\"][et_pb_row admin_label=\"Zeile\"][et_pb_column type=\"3_4\"][et_pb_text admin_label=\"Text\" background_layout=\"light\" text_orientation=\"left\" use_border_color=\"off\" border_color=\"#ffffff\" border_style=\"solid\"]<\/p><p><strong>Besides the customer channels service center for telephone and written communication as well as the customer centers for personal advice, swb realized that a growing number of customers also see online communication** with the swb as a possibility to experience customer closeness.<\/strong><\/p><p><img class=\"alignnone wp-image-11261\" src=\"https:\/\/referenzen.mgm-tp.com\/wp-content\/uploads\/swb-Abbildung1.png\" width=\"791\" height=\"458\" \/><\/p><h3>Opportunities and Challenges<\/h3><p>In recent years, customers have learned to carry out bank transactions, take out insurance and make general purchases online. As a result, people now have certain expectations as regards online communication. These are:<\/p><ul><li><strong>Uncomplicated and fast:<\/strong> Complete online resolution of issues with no need for further correspondence<\/li><li><strong>Secure, direct access to personal \u201ccustomer account\u201d<\/strong><\/li><li><strong>Integrated with other departments:<\/strong> Online users expect other departments in the company to be able to view past online transactions and provide assistance on that basis.<\/li><\/ul><p>Consequently, from a technical perspective, it was necessary to integrate the online system with swb's process-operating systems (the Oceans 2006 CRM system and the SAP IS-U billing system).<\/p><p>In addition to providing a comprehensive service for customers, a highly automated customer channel provides the opportunity to free up capacity in existing service organizations dramatically, especially at peak times (billing, annual meter reading). This helps cut the cost of employing additional service staff and substantially increases the availability of service advisors for the customers.<\/p><h3>Expertise from mgm technology partners<\/h3><p>mgm technology partners came up with the concept for swb's online future in conjunction with swb's marketing department and nordIT, a service provider close to swb. \u201cWith its CRM and portal experience, mgm was able to show us a number of quickly realizable solutions,\u201d says Jens Riddel, project manager at swb, describing the cooperation with mgm. \u201cAfter all, we wanted to be fully involved in the process and not simply hand the work over to an external service provider,\u201d adds Riddel.<\/p><p>The result is a modern Java\/J2EE solution which is incorporated in the swb website and integrated with the CRM infrastructure and the billing system. swb customers can now log in to the website and immediately access their up-to-date account information. From here, all of the relevant transactions for residential customers are handled, such as:<\/p><ul><li>Latest meter reading<\/li><li>Moving house<\/li><li>Bank \/ registration details<\/li><li>Inquiries<\/li><li>Services<\/li><\/ul><p>Only if the quality assurance function shows up an apparent error does the customer center become involved (for instance if a user enters an implausible meter reading). The solution was gradually extended, with components added to enable business and building-management customers to use the online system.<\/p><h3>Results achieved<\/h3><p>The customer self-service (CSS) system has since developed into a new pillar of customer communications at swb. Although not explicitly advertised initially, user numbers rose continually. The initial period was used to better adjust the ergonomics of the system to the needs of the customers, many of whom made suggestions for improvements directly through the CSS.<\/p><p>\u201cIn customer-facing areas, every company needs to be in a position to adapt its processes and systems quickly,\u201d explains Norbert Dreier, nordIT project manager. \u201cThe flexibility of the solution enables our client swb to react quickly at any time and thus gives them the opportunity to distinguish themselves on the market.\u201d These days, for example, up to 15% of the capacity in swb's service organization is freed up at peak times. This has a positive impact on the service level and allows customer advisors to concentrate on the more complex customer inquiries.<\/p><h3>Customer Satisfaction<\/h3><p>The collaboration enabled a solution to be produced that is accepted by swb's customers, while also supporting swb's business targets thanks to the increased efficiency it brings. The cooperation model allows swb's marketing team to realistically plan new concepts based on the enhanced knowledge the system provides and to bring new ideas to market very quickly, sometimes within a few days. \u201cWe look at the figures every month and are very pleased with how quickly our investment is paying off,\u201d says Robert Benckert, marketing team leader at swb, who is delighted with the success of the project.<\/p><p>* This reference has been officially confirmed by swb.<\/p><p>** More than 54% of Bremen residents were internet users in 2005, according to tns infratest's \"(N)Onliners\" study.<\/p><p>[\/et_pb_text][\/et_pb_column][et_pb_column type=\"1_4\"][et_pb_text admin_label=\"Text\" background_layout=\"light\" text_orientation=\"left\" use_border_color=\"off\" border_color=\"#ffffff\" border_style=\"solid\" module_class=\"sidebar\"]<\/p><p><img src=\"https:\/\/referenzen.mgm-tp.com\/wp-content\/uploads\/SBW-Logo.png\" \/><\/p><p>\u00a0<\/p><p>swb AG in Bremen and Bremerhaven is Germany\u2019s twelfth-biggest regional utility company, serving more than 380,000 costumers. swb offers the full range of energy-supply services and continually investing in optimizing its costumer and service organization in order to be as approachable as possible for the local population it serves in Bremen and Bremerhaven.<\/p><p>\u00a0<\/p><h4>Jens Riddel<\/h4><p>Project manager at swb<\/p><p><em>\u201cWith its CRM and portal experience, mgm was able to show us a number of quickly realizable solutions.\u201d<\/em><\/p><p>\u00a0<\/p><h4>Downloads<\/h4><p><img class=\"alignnone wp-image-12676 size-full\" src=\"https:\/\/referenzen.mgm-tp.com\/wp-content\/uploads\/swb2-Download-2.png\" width=\"460\" height=\"460\" \/><a href=\"https:\/\/referenzen.mgm-tp.com\/wp-content\/uploads\/2016-03-17_Referenz_SWB_CustomerSelfService_ENG.pdf\" target=\"_blank\" rel=\"noopener\">Reference swb as PDF<\/a><\/p><p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>","_et_gb_content_width":"","inline_featured_image":false,"footnotes":""},"project_category":[79],"project_tag":[],"class_list":["post-18386","project","type-project","status-publish","has-post-thumbnail","hentry","project_category-commerce-en"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>mgm technology partners | Referenzen | swb2<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/referenzen.mgm-tp.com\/en\/project\/swb2-2\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"mgm technology partners | Referenzen | swb2\" \/>\n<meta property=\"og:description\" content=\"Implementation of a highly 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