A Leading Supplier of Electricity in Sweden
The electricity supply industry in Sweden experiences high customer churn and tough competition. An electricity supplier must sell between 80,000 and 100,000 agreements annually to keep a healthy market position. This requires maintaining a high-quality customer experience at every touchpoint – from how the customer receives a billing statement to the quality of customer service, point-of-sale, and other physical or digital interactions.
One of Swedwise’s customers had quickly established itself as one of the leading electricity suppliers in Sweden – growing its customer base from 40, 000 to 300, 000 in ten years. Swedwise helped to deliver technical and strategic expertise to the company; combined with custom business solutions. The close relationship between Swedwise and the electricity supplier enabled the company to innovate, grow, and create better customer experiences.
Challenge
After a 360 evaluation of its strategic goals, improving Customer Communications Management was one of the first objectives. This required a solution that made it easier for sales & marketing teams to access customer data to deliver personalised and relevant information on products and services.
Solution
Improved Customer Experience
With Swedwise’s help, the company chose OpenText Exstream (formerly StreamServe) as a CCM/Omnichannel platform for its customer communication. By taking customer data from their different business systems, the company could create customer communications with personalised information for the recipient (e.g. invoices, contracts, and messages), directly to the customer via an account web portal.
Enhanced Employee Experience by Bridging Data Silos
Swedwise also helped the electricity supplier build a user interface and dashboard so sales and service staff could easily access customer data linked to individual accounts. Swedwise also developed systems to support sales on new channels.
Smoother B2B Integration
B2B communication with the electricity supplier’s partners in various channels, networks, and ERP systems was another area Swedwise helped the company – integrating various technical solutions, business systems, and other applications.
Secure Information Governance with Extended ECM
The company also deployed OpenText Extended ECM, to create secure information governance, meet compliance requirements like GDPR, as well as create a “single source of truth” for their customer-related documents. Customisable workspaces meant users (e.g. sales staff) could access all the information needed without leaving the system they normally worked in.
Result
“Swedwise is an innovation partner and business enabler. They very quickly gained an extremely deep understanding of our business processes. From the very onset, we realised Swedwise was a very engaged partner. They not only provided technical competence but also strategic business advice. As an innovation partner, Swedwise helped us become unique in our industry. Their commitment created business opportunities and the best experience for the end customer”
– National Electricity Supplier.
Reduced Load on IT Department Resources
Extended ECM provided a “single source of truth” for customer information, which contributed to shortened lead times and simplified processes.
With Exstream as a CCM platform, it became easier for the company’s CCM users to create personalised customer communications, (e.g. invoices, contracts, and messages) which could be sent to the customer’s portal without involving the IT department. The close relationship between Swedwise and the electricity supplier enabled the company to innovate, grow, and create better customer experiences for continued leadership in their business area.