Case Study: Pfalzwerke AG - Impression #1

Case Study: Digital Service Platform for Energy Provider

Pfalzwerke Aktiengesellschaft is an energy supplier operating throughout Germany and a service provider in the Palatinate and the Saarpfalz district.

As a leading energy supplier, Pfalzwerke offers pioneering services and products. They also underpin their market leadership in the region with digital offerings. Customers should be able to deal with their questions and contractual matters quickly and easily digitally. In addition, customer service is to be relieved.

Logo: Pfalzwerke AG
Logo: anyMOTION
Pimcore Gold Partner
Customer
  • Pfalzwerke AG
Solution Partner
Industry
Products Used
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Customer Key Facts

1 426
Employees
1
Countries
Challenge

Centralisation of digital channels

The website relaunch focused on improving the contact and contract conclusion process, including the optimisation of business processes with the integration of third-party software and systems such as SAP. The large number of forms for different issues needed to be able to be created independently by different editors in order to save time and programming effort. To relieve the burden on customer service, the digital options in customer service should be continuously optimised and expanded in order to introduce automated processes and handle frequent enquiries
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Solution

Simple contract conclusion

Tariff calculators and order forms for electricity, gas and heat tariffs and now also e-mobility allow users to conclude contracts easily. Contract enquiries are transferred to the customer system via the connected SAP interface. In addition, current product and price information is quickly integrated into the tariff calculators via the API. The integration of a comprehensive form builder brings more independence to the editors' day-to-day work. Using the form builder enables editors to quickly create, edit and publish forms. This speeds up the form creation process considerably compared to manual coding methods. When it came to easing the burden on customer service, the decision was made to integrate the chatbot as an intelligent addition to human customer service.
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"With this project, we have established a solid basic digital structure that not only fulfils the current requirements of the market, but also serves as a stable foundation for future developments."
Daniel Jung, Account Director
Results

Relief for customer service

Feeding contract matters directly into SAP enables significantly faster processing as it reduces manual data entry and ensures seamless integration into the SAP system. This helps to achieve efficiency gains and more precise management of contract data. The form builder makes work considerably easier for editors and enables forms to be created and managed efficiently without the need for extensive technical skills. The independent creation of customised forms for contact, services, competitions and campaigns can thus be completed without further programming effort. The chatbot also relieves customer service enormously, as generic customer enquiries can be clarified directly here.
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Key Results

30%
Shortened Time to market
25%
Time saved in data maintenance
6%
Increased conversion rate
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