Digital consulting assistant from PTA IT consulting impresses
Pfalzwerke AG, the leading energy supplier in the Palatinate and the Saarpfalz district, is further optimizing its customer service and sales processes. The company uses NEXOVI, a digital video consulting assistant from PTA, for this purpose. This makes the relocation process, the selection of suitable supply and e-mobility products and the updating of their master data easier for Pfalzwerke customers with simple and logical self-services. This service is available to customers 24 hours a day, seven days a week, relieves the burden on service and sales staff and realizes cross-selling and up-selling potential. The energy supplier implemented and introduced the digital consulting assistant together with the IT experts from PTA IT-Beratung in Mannheim.
Pfalzwerke recently started using the digital consulting assistant called NEXOVI in four areas: Firstly, in addition to providing up-to-date customer service during the relocation process, it is also used for the move-in service in conjunction with the appropriate tariff selection and for maintaining master data. In addition to the relocation service, the digital consulting assistant also makes full use of its strengths in individual tariff consulting for move-in notifications. The advisory assistant guides the customer to the best tariff for them. Pfalzwerke’s end customers also go through the necessary steps digitally and completely unbureaucratically when making changes to master data. The fourth area stands out from the existing customer service. Those responsible at Pfalzwerke have therefore decided to use the modern digital solution to address new customers as well as existing customers in the e-mobility sector. Pfalzwerke wants to support its potential customers with the digital, interactive video consulting assistant, particularly when marketing wallboxes. “Thanks to the professional implementation of PTA, which responded to our every wish and realized it just as quickly, we hope that NEXOVI will provide us with a customer-oriented information and sales platform, among other things. Here, customers are now sufficiently informed about the e-mobility products of the PFALZWERKE brand and a communication platform is presented in the direction of sales,” outlines Sascha Dechert, Product Owner Electromobility B2C at Pfalzwerke.
Energy flows around the clock
NEXOVI is designed in such a way that Pfalzwerke can identify each customer in a personalized way at any time and advise them with useful self-service functions. Fixed service times or long waiting loops on a hotline no longer exist with the use of the digital advice assistant. No matter whether it’s to report a move at the weekend via tablet or smartphone, get product advice on e-mobility after work, find a new, cheaper tariff or quickly enter new bank details. With NEXOVI, Pfalzwerke customers can now do all this when it suits them best and from wherever they want. Because the cloud-supported consulting assistant knows no service times and is always available: 24 hours a day, seven days a week. Difficult-to-understand paper forms with immense circulation and processing times are therefore a thing of the past at Pfalzwerke.
The linchpin of every NEXOVI implementation and therefore also of central importance in the Pfalzwerke project was the conception of a script. This is because Pfalzwerke uses a professional actress as a spokesperson for personal contact via a consulting assistant, who guides the customer through the respective processes or consulting sequences in a clear and understandable way. “The cooperation with PTA was very professional and the use of NEXOVI helps us to reach our customers better and offer processes at reduced costs,” says Marcus Tretter, Head of Customer Service and Market Communication at Pfalzwerke.
You can read more background information on the design and development of the digital video consulting assistant at Pfalzwerke in our success story.
User-friendly, easy to configure, cost-efficient
With the use of NEXOVI, Pfalzwerke is realizing a special customer experience in customer service by providing its customers and interested parties with personal advice. The energy supplier is taking its customer relationship management to a new level with modern digital self-services. Process flows are simplified and are now more efficient, which saves costs. In the energy industry in particular, where there is currently a fierce price war and cut-throat competition, an exceptional customer journey is an effective differentiator that sets you apart from numerous competitors. “With NEXOVI, Pfalzwerke is creating a complete, integrated digital branch office and thus impressively demonstrating the successful implementation of this progressive approach,” says Dr. Tim Walleyo, Managing Director of PTA IT-Beratung.
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