Success factor integrated solutions  

Imagine you buy a new car. It looks great, has a modern design, a digital cockpit - but the engine is missing. You would probably ask yourself: What's the point? The same applies to energy suppliers who invest in a customer portal and a customer app without embedding them deeply into their existing systems and processes. At first glance, this seems innovative. In practice, it remains a partial solution - without any real drive.  

A customer portal can be a powerful tool - but only if it is linked to the right foundation: a powerful platform that brings together all relevant data, processes and systems centrally and seamlessly. It is this link that unleashes the full potential of a digital customer experience. This is how the transformation from a pure energy supplier to a provider of an integrated ecosystem that anticipates customer needs, optimizes processes and enables growth succeeds.  

One central platform instead of many isolated solutions

A long journey with multiple connecting flights on different airlines is inconvenient, time-consuming and full of potential problems. A direct flight, on the other hand, saves time, reduces stress and ensures a smooth experience. It's similar for companies that work with multiple isolated software solutions. A centralized platform, on the other hand, is like a well-planned non-stop flight - efficient, comfortable and without unnecessary interruptions. A holistically structured platform enables:  

• Efficient bundling of all products: Whether electricity, gas, district heating or energy services - everything can be sold and managed via one platform. All products and bundles are clearly arranged in one central location, where you can also view their performance and make changes accordingly. Products can be launched or existing products from the portfolio can be adapted or bundled with just a few clicks. This allows valuable upselling and cross-selling potential to be realized, for example by combining solar panels with energy storage solutions or heat pump contracting with green electricity tariffs.  

• Seamless ERP integration: An integrated ERP solution ensures that all relevant data is available in real time and that information can be processed efficiently and without errors. For example, integrations with SAP can speed up day-to-day work and reduce the error rate, as it is no longer necessary to switch between different systems and data does not have to be transferred manually.

• Efficient service and self-service: By bundling all products in one place and with a seamless ERP integration, service and self-service are raised to a new level.  End customers can enter meter readings, report moves, change payment details, switch tariffs and much more independently, flexibly and around the clock. This gives service employees more time for complex issues or customers who cannot or do not want to use the self-service offerings. They can also work more efficiently and without system interruptions.  This takes a huge amount of pressure off the service team, who are also able to provide information at all times.  

• Expandability through apps: The good thing about a modern platform solution is its system openness. In addition to the standard systems that are relevant for utility companies, the functionality can also be expanded using apps. For example, connections can be made to features and services such as PayPal (payment processing).

Unique and competitive customer experience

In a world where customers expect personalized and convenient solutions, it is no longer enough to provide only functional services - an experience is needed. An example: Netflix differentiates itself from other streaming services not only through its huge content catalog, but through its intuitive user experience and intelligent recommendation systems. Energy suppliers also need to invest in such personalized experiences.  

• 360° customer overview: A central data platform enables personalized customer care - from the first customer inquiry through the entire customer lifecycle. Service and self-service offerings are seamlessly integrated. This means that you have a better overview of customers' needs and preferences and can make suitable offers for complementary or new products. This solves the problem that most energy suppliers have minimal or no contact with their customers once a contract has been signed - unless it is absolutely necessary or there is a problem. However, this can have a negative impact on customer satisfaction and loyalty. A central software solution enables the employees of the energy supply company or municipal utility to view the status of an order, previous contacts or payments, and to provide information in the event of queries when customers themselves were unable to answer their questions via the self-service in the customer portal.

• State-of-the-art customer touchpoints: Whether via click paths, an intuitive customer portal or a mobile customer app - customers should have the same high-quality experience everywhere, without media disruptions. A modern customer portal, where all products and services can be found at a glance, not only allows customers to change their bank details, report their meter reading or view contract data. They can also independently track their order status and communicate with partner companies, e.g. to arrange on-site appointments with installers for the installation of a PV system or a heat pump. In addition, they can view the visual representation of the price history of their dynamic tariff in their own portal or customer app, and adjust their electricity consumption accordingly, e.g. charge their electric car or do laundry at more affordable times.

Invest in a future-proof solution

The energy sector is changing, driven by technological innovations, regulatory requirements and changing customer needs. If you invest in rigid systems today, you risk being left behind tomorrow - just like a company that still relies on fax machines while the competition is already using AI-supported communication. When choosing software that is to become the linchpin of your own business, the following aspects should be considered in order to remain fit for the future:  

• Cloud-based, modern technologies: cloud software offers companies high scalability and cost efficiency without high investment costs and without the need to purchase physical hardware. It also enables flexibility and remote access, allowing employees to work from anywhere. This supports modern working models such as working from home. Cloud providers also offer a high level of security thanks to modern protective measures such as encryption and access controls. This reduces the risk of falling victim to a cyberattack to a minimum.  

• High development speed: New features are developed, tested and rolled out quickly. This means that energy supplier employees can always rely on the software being adapted to new legal requirements in good time and continuously expanded with new functionalities that make their work even more efficient and easier. This saves time-consuming and costly developments by IT or external agencies. Automatic updates and maintenance also reduce IT costs, while rapid implementation increases agility and innovation. AI-based features that make day-to-day work easier and enable forecasts and the intelligent allocation of resources are also important here.  

Hot tip: A software solution that works without programming knowledge (“no-code”) and enables the “assembly” of customer portals, apps, click paths, automation, etc. in a modular system makes work much easier. This not only speeds up the introduction of new products such as dynamic tariffs, but also the speed of reaction to new trends or unexpected situations due to the ability to make changes directly without involving the IT department or agencies.

• Industry expertise: Solutions developed with expert knowledge not only bring technical excellence, but also a deep understanding of the challenges the industry is facing. Adapting industry-independent software to the energy sector is more complicated and time-consuming than choosing software that specializes in the energy market. The basic version of this software already maps the relevant use cases of energy suppliers, e.g. with end-to-end order paths for electricity and energy services incl. post-qualification, docked customer portal with self-service incl. an app, automation, contract templates, etc.

Conclusion: The transition to an integrated ecosystem  

To become or remain successful in an increasingly digital and interconnected market, you need more than just functionality: a central platform that integrates processes, optimizes customer experiences and enables long-term innovation.  

Those who invest now in a modern, flexible and future-proof ecosystem will not only remain competitive but will also play a leading role in the digital transformation of the energy industry. Because one thing is certain: the demands on digital services are growing - and only those who grow with them will be successful in the long term.

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epilot is a specialized cloud software for the energy market that supports energy suppliers and grid operators in the digitalization of their processes. By integrating the customer portal and app into the overall platform, epilot enables maximum process efficiency as well as a seamless and modern user experience for employees and customers.  

Rapid implementation is facilitated by blueprints, ready-made end-to-end templates for complete use cases. This means that projects can go live in a matter of days instead of months or years. In addition, epilot's Vertical AI, an artificial intelligence specialized in the energy market, optimizes the daily work routine.

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