Stadtwerke Potsdam: novomind software ensures short response times in customer service for energy and water

Bringing communication channels together on a single platform has transformed the workflow the EWP team’s workflow and taken it to a new level. The novomind contact centre software has laid the foundations for RPA (Robotic Process Automation) based processing of customer enquiries, thus significantly increasing the digitalisation of workflows. “novomind iAGENT has very quickly optimised our customer service processes and helps us to efficiently manage even large volumes of enquiries, such as those we are now receiving in connection with the energy transition Our customers really appreciate our short response times,” says Björn Seikert, Head of Commercial and Private Customers at EWP. This is also reflected in the “TOP Local Supplier” award for electricity, gas and water, that EWP received this year from “Energieverbraucherportal.de”, a portal for energy consumers. For the first time, digitalisation was also taken into account in the assessment. “Our aim is to support users of our software by automating processing and providing customised solutions, thus reducing their workload and enabling them to offer their customers perfect service,” says Stefan Grieben, CEO of novomind AG. In the context of EWP’s comprehensive transformation project, novomind cooperated closely with SNcom, its implementation partner from Neuss.