epilot and Servicum: Partnership for better customer service

Cologne, 03.05.2021. With Servicum from Jena, the software-as-a-service provider epilot is expanding its range of partners: The Thuringian company offers outsourcing solutions for customer service in the energy industry.

“Together with our partners, we want to launch smart solutions for the industry. And this efficiently, quickly, sustainably and as a win-win for all market participants. The partnership with Servicum serves all of this: While we digitally map customer-focused end-to-end processes from lead generation to technical implementation to active customer management with our e-commerce solution, Servicum, as an outsourcing service provider, takes over the customer-oriented implementation of downstream business processes of utilities,” emphasizes Michel Nicolai, founder and CEO of epilot.

Stefan Fritschek, CEO and Co-Founder at Servicum, adds: “Just like epilot, we want to relieve energy suppliers, grid operators and related industries in their day-to-day business and thus enable them to have additional resources so that they can tap into new market access. This is particularly interesting for small and medium-sized companies that, with limited resources, nevertheless want to react flexibly to daily fluctuations.”

Three areas for more performance

When it comes to customer service, Servicum therefore takes the approach that it must not simply be an unloved back-office process, but must be pursued with commitment in order to preserve sales opportunities in the future. Servicum therefore offers an outsourcing solution for the entire customer service. Servicum is the right expert for the smart energy product world in particular, from renewable energies to e-mobility and smart meters. These areas show high market dynamics. The often still manufactory-like production, long warranty periods, high pressure to innovate and the increasing networking of devices with each other require an adaptable customer service with corresponding service know-how. And this is exactly where Servicum comes in with its service.

But Servicum’s offering goes even further: it also includes nationwide installer capacity for installation, repair and maintenance if things have to move quickly. In addition to the service partner network, the “Knowledge Center” in particular is at the core of this: This is where the necessary know-how is built up, consulting guidelines and service routines are developed, and knowledge is continuously linked intelligently and stored permanently. In the dynamic smart energy world, all industry participants can thus always stay up to date.

With the expanded epilot partner network, which in addition to service partners also includes, for example, consulting firms, system integrators or third-party apps, the energy industry can now rely on a broad portfolio of support to help it focus on its core business and tap into new areas of business.

About Servicum
Servicum is a dedicated & interdisciplinary team with a passion for smart energy services. Servicum offers a service platform for manufacturers and users of smart energy components, with which the complete customer service can be taken over in outsourcing as a BPO service provider (business process outsourcing). The service comprises three components: an omnichannel contact center – which means that all of today’s common media are served in almost all European languages for hotline service requests. A Field Service – here, installer capacities for installation, repair and maintenance are kept available nationwide, as well as a Knowledge Center that develops the required service know-how. More information: www.servicum.com

Press contact:

PresseCompany GmbH e.pilot GmbH
Tim Seitter Marina Heinen