The complexity of issues and tasks for regional energy suppliers has grown continuously. The challenges of the nervous market situation require an increased volume of consulting services: The tasks have risen sharply due to internal and external factors. The influences include rising energy prices, concerns about gas shortages and regulatory hurdles – such as the energy price brake – as well as increasing susceptibility to errors and longer processing times. In her article in E-world magazine "Customer Service 2.0 – Digital Transformation for Energy Suppliers" (print edition: Issue 1/Feb. 2024, p. 33-35), our Experience Director Sandra Griffel reports on the challenges in detail.With our client Erenja, we have prepared the approach in a best practice. We talk to Robert Peric (Member of the Management Board of Erenja) about the joint working method and the implementation of the needs of customers and Erenja.

1. Challenges in customer service for energy suppliers

   Customer service for regional energy suppliers is facing growing challenges due to rising energy prices, regulatory hurdles and complex customer issues. Google reviews show that customers are dissatisfied with the quality of customer service.

   
   

2. Customer-centric digital transformation

   To meet these challenges, a customer-centric digital transformation is crucial. A comprehensive analysis of the customer service funnel, including service blueprints, identifies pain points and enables change.

   
   

3. Self-service as a field of action

   Digital self-service options, in particular chatbots and customer service portals, relieve the burden on service employees, reduce error rates and increase customer autonomy. Chatbots offer efficient 24/7 support, while customer service portals enable self-administration for customers.

   
   

4. Automation & AI Assistance

   The automation of repetitive standard processes and the use of AI in customer service raise service quality to a new level. Automation increases efficiency and employee satisfaction, while AI enables fast, high-quality responses in hotlines and mail processing.

   
   

5. Data and key figures as success factors

   Effective, cross-divisional communication and systematic KPI management are crucial for a successful customer-centric digital transformation. Data cockpits enable the prompt evaluation of information and improve the quality of operational processes.

   
   

Conclusion

The digital transformation of customer service for municipal utilities and regional energy suppliers offers potential through chatbots, digital customer service portals, automation and AI. These tools enable an efficient increase in customer satisfaction and a transformation of the employee role towards more complex advisory tasks. A holistic strategy that takes customer needs and business goals into account is crucial for success in customer service 2.0.

LinkedIn Live Event with Robert Peric

On March 14, Robert Peric (Managing Director of Stadtwerke Bochum, among others) and Sandra Griffel will discuss pitfalls and, above all, tailor-made solutions for customer service in the digital transformation of energy suppliers.Click here to register for the free live event on LinkedIn:

Watch the talk on Vimeo

About Robert Peric from Erenja

Robert Peric is a member of the management board at Erenja. Together with his staff team, he is primarily responsible for digitalization, online marketing and business area development. He is also increasingly responsible for the energy procurement strategy and Erenja's heating business. After several years in consulting - partly for large German corporations - his various activities for RWE brought Robert Peric into the energy sector. He has held various positions at Stadtwerke Bochum since 2011. In addition, Peric has been Co-Managing Director of the sales company Stadtwerke Bochum GmbH since January 2024. He has been a member of the management team at Erenja for more than one and a half years. Together with denkwerk, he has driven forward the digital transformation at Erenja and its affiliated companies.

About Sandra Griffel

Sandra Griffel is Experience Design Director at denkwerk. She has many years of experience in the development and implementation of innovative digital products, B2B and B2C services and platforms. Sandra leads interdisciplinary teams in the development of sophisticated, insight-based solutions that align key business drivers with user needs. She is responsible for numerous strategic projects, including for SWR, RheinEnergie, Bierbaum Prönen and Erenja. She also speaks at local and international meet-ups and conferences and writes articles and white papers on the subject.

Take a look at what Robert Peric from Erenja AG & Co. KG and Sandra Griffel discussed today in a talk with Chérine De Bruijn on the use of AI and digitalization at regional energy suppliers. Don't miss any important insights on improving your own customer service and which KPIs increase service.