Expansion of the innogy Stoen Operator connection portal
innogy Stoen Operator
Automation of customer services for the power grid
innogy Stoen Operator (iSO) began operations in 2007 as a result of the mandatory separation of energy sales and distribution. Following the separation, it is now responsible for distributing electricity to the residents of the capital city.
Connection to the power grid in one click
In the first quarter of this year, we launched a modern connection portal for innogy. The creation of a self-service and wizard-based application form-filling service, as well as a streamlined case handling system, was just the first step towards comprehensive customer service automation.
Addressing an electricity issue with iSO is now possible 24 hours a day - on any device - without having to print or sign documents, or even visit a branch.
This is not only an improvement for customers, but also for the employees of innogy Stoen Operator. The automation of the processes has made the monitoring and reporting of cases by category much easier.
"The launch of the portal has eliminated the need to manually register documents. They are now automatically registered in the system, which has reduced human errors and significantly improved the process of handling cases".
Expansion of the portal to include more applications
The success of the first phase, during which some of the forms were transferred from paper to electronic versions, really determined the start of work on expanding the system. The option of submitting 19 further forms has now been added to the portal: those related to issuing a confirmation of connection acceptance and technical servicing of the receiving installation. These applications have been designed similarly to the previous ones – in a wizard form.
Quick selection of an application from the list and easy arrangement for contact or installation
Due to the ever-evolving needs of the customers, the expansion also added the following functionalities:
Selection of an application from the list: from now on, the user does not have to search the website for the location of a particular form, they simply need to type in what application they are looking for in the site’s search engine, and the system will then redirect them to the relevant document. This convenience is particularly important when dealing with a large number of different cases, as occurs at iSO.
Interactive calendar: allowing customers to select a convenient contact or installation date with just one click, without having to call the helpline or visit the facility.
"Our mission is to design online services based on the real needs of companies and their customers".
Łukasz Trzaska
Head of Business Unit
e-point SA
Effect
As a result, 90% of applications have been transferred online. This includes those aimed at individual customers and companies. The portal has also gained functions that simplify and ensure that the processing time is minimal.
"We plan to expand the system further. We are committed to meeting as many of our customers’ business expectations as possible, so we can soon start digitalising the exchange of documents with our suppliers".
Technologies
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