Are you interested in our services? Contact us now for an individual meeting.
RWE Westfalen-Weser-Ems is a regional company under the roof of RWE Energy, with headquarters in Dortmund, Germany. RWE Westfalen-Weser-Ems AG sales territory consists of 1.3 million customers.
It operates an electricity network with a total length of 78,000 kilometers and a natural gas network of over 20,000 kilometers. This well-structured network ensures the energy supply of approximately 5.5 million people. RWE Rhein-Ruhr AG, with headquarters in Essen, is a one-stop-shop and direct provider of electricity, gas, water, and related services to approximately 1.9 million customers.
It is the largest regional energy provider in Germany and belongs to the RWE group.
It’s important for RWE Customer Service GmbH to operate a call center solution that assures an optimal and preferably “case concluding” means for customer inquiries.
The quick and smooth processing of customer requests is the foundation of first class service and therefore vital for the success of RWE Customer Service GmbH. Process efficiency, as well as system running times, are crucial factors in the implementation of a call center solution.
With its Customer Information System Siebel (KIS.Siebel), RWE Customer Service GmbH has one such solution at its disposal. KIS.Siebel contains approximately 3.3 million customers with their respective contracts, locations, and relevant details.
More than 10,000 customer inquiries a day are entered into and processed via the system. ec4u expert consulting ag has been involved in the project since the beginning as technical partner and Siebel expert. It supported RWE throughout all project phases such as requirements analysis, design, implementation, testing, and various rollouts.
The system is continuously kept up-to-date, both technically and functionally, through regular maintenance releases.