ONLINE CUSTOMER PRESENCE MEIN.EWZ.CH –THE SELF-SERVICE-PLUS
We were tasked to relaunch the already existing online services of ewz, one of the top 10 energy providers of Switzerland. Within the project “online customer platform”, it was our responsibility to execute the technical idea, implementation and launch of the new solution.
THE CHALLENGES
ewz provides an online service tool with an extremely positive reputation enabling private customers an easy access to contract details, invoice data as well as different customer self-services like change of product or address.
In view of the positive experiences with a concurrent increase of customer demands regarding digital interaction possibilities, the ewz approached us to modernize and expand the already existing online services and bundle it in one comprehensive self-service platform. This new online platform was supposed to give easy access to specific online services to all customer segments like wholesalers and small and medium-sized enterprises.
ABOUT EWZ
The electricity utility of the city of Zurich, or ewz for short, has been supplying the city of Zurich and parts of the canton of Graubünden with electricity since 1892. ewz implements ecologically and economically sound energy supply systems for complex site and large-scale projects, as well as energy networks for neighborhoods and communities. It also operates a nationwide fiber-optic network in the city of Zurich that can be used without discrimination. Its 1,200 employees, 100 of whom are based in Graubünden, serve 234,000 customers. ewz is one of the top 10 energy suppliers in Switzerland in terms of sales.
OUR APPROACH
The technical architecture of the new “mein.ewz.ch” platform allows a smooth integration into the existing infrastructure: using the SAP NetWeaver portal (version 7.3) creates
an integration and frontend platform. This serves as a central and role-based access point for the different user groups. A flexible solution which is a solid foundation offering the user an individual and demand-oriented service. The integrative architecture enables role and user-based access to the individual SAP IS-U and SAP CRM.
Additional asset of the “mein.ewz.ch” online platform: a modern and powerful content management system (CMS) for the communications unit. Here the ewz can provide web content on its own in order to improve the digital client approach, thus increasing the digital brand experience.
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THE RESULT
The expansion of the self-service “mein.ewz.ch” offers a clear added value, and yet, the range of the platform increased significantly just by adding further customer segments. The powerful CMS guarantees an up-to-date and target-group-specific speech at all times. A review of the user appreciation shows a significant increase of usage with outstanding feedback.
