Customized CRM system for efficient, sustainable communication
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There is an excellent address for electricity, natural gas and water in Neu-Isenburg: Stadtwerke Neu-Isenburg. And that for 120 years. The company is also responsible for the municipal bus service – as well as the Neu-Isenburg forest swimming pool, which is one of the most popular in the Rhine-Main region.
Full customer focus - thanks to digitalization
Digitalization also opens up excellent opportunities for local energy suppliers. Stadtwerke Neu-Isenburg is therefore shaping its digital transformation together with the experts from PTA GmbH. Digitization offers particular advantages in customer management. Take solar contracting, for example: Stadtwerke leases complete solar systems – particularly practical for owners of detached or semi-detached houses who want to generate their own electricity.
Stadtwerke Neu-Isenburg also wants to make its customer management more transparent and efficient with digital applications such as a CRM (Customer Relationship Management) system. The main objective: full focus on customers and their needs.
From concept to finished system
Good communication is transparent and sustainable – especially when it comes to customer satisfaction. This is why every contact between the sales and technical departments and customers and solar installers must be traceable in solar contracting – and that over contract periods of up to 20 years. In a kick-off workshop, employees of Stadtwerke Neu-Isenburg therefore expressed their wishes for the new CRM system. Particularly valuable: the opinion of the “practitioners” who have to work with the new system every day. In an event-storming session, they contributed their ideas and developed a template for an optimally adapted CRM together with the experts from PTA.
CRM: Sustainable and efficient communication
Based on the workshop, PTA designed and implemented a CRM system that makes the entire solar contracting sales process traceable right through to installation. The new system standardizes processes and maps all communication with customers and solar installers centrally and transparently.
In future, Stadtwerke Neu-Isenburg will also offer other contracting models in addition to solar energy. The new CRM system therefore has a modular design and can easily integrate additional processes. Depending on the service, additional requirements or specifications can be taken into account in the process.
Project ID: 5005
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Ready for the digital future
With this project, Stadtwerke Neu-Isenburg is making the most of the potential of digitalization for its customer management. The new system, which is already in active use, makes communication with technicians and customers easier and more transparent – and the municipal utilities can concentrate on the needs of their customers. The next planned step: heat contracting.
Customer testimonial
“We will be able to serve our customers even better in future. As a municipal utility, we are at the forefront of the energy transition in Neu-Isenburg. Digitalization offers great potential for this, as can be seen in our new CRM system. The solution that we developed together with PTA makes communication transparent and comprehensible – and therefore makes our work much easier. This will enable us to provide our customers with even better long-term support and sustainable assistance in the future.”
Kirk Reineke, Managing Director of Stadtwerke Neu-Isenburg GmbH
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