Successful online sales of energy services
Stadtwerke Hamm has been successfully using the epilot eCommerce cloud as a central solution for selling energy services for several years.
„As a regional utility, we have always advertised our energy services through traditional print and online channels.But we know we need to reach our customers in real time to meet their expectations.“ – Jochen Hille, Head of Energy Services
What was the initial situation?
- Broad portfolio of energy services offered by Stadtwerke Hamm but often unknown to customers and interested parties
- Digital, sales-oriented approach has not yet been fully exploited despite existing tools
- Completely paperless processing of inquiries and subsequent process steps cannot yet be fully implemented, as there is no digital end-to-end solution for automating all work steps – from lead generation to technical processing and order implementation
- Time-consuming and costly work for employees of Stadtwerke Hamm
Stadtwerke Hamm wanted to change that!
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- All energy services should be handled from one system
- Product portfolio should be continuously expanded
- Digitization of internal processes should save time in day-to-day business
- Online visibility for prospects and customers should be increased via central platform with support of own landing page to reach customers in real time and from anywhere and provide them attractive offers in an eCommerce style
What was implemented with epilot?
- Started in 2018 with the heating contracting (hammerWÄRME) and photovoltaics (energieDACH) use cases
- Added solar storage (energieSPEICHER) in 2019
- After initial configuration of the products, processes and journeys, customer inquiries could be processed digitally within a very short time
- When introducing epilot, Stadtwerke Hamm found it particularly positive that all settings and adjustments could be made directly in the department
- User-friendly handling led to high acceptance of the new solution among employees
- Configured various intuitive customer journeys and contact forms in the epilot employee portal according to the products
- epilot iFrames were positioned on the new landing pages for the energieDACH and hammerWÄRME offers
- New journeys were accompanied by Google Ads campaigns with target group-specific customer targeting to attract more visitors to the website
- Cross-selling approach has been implemented: When requesting a solar system, storage is offered in addition
- Integration of market partners via epilot: installation of solar system or heating is handed over directly to technical partners, with efficient and transparent processes for all parties involved
- Customer journeys also placed on the websites of Stadtwerke Hamm’s partners, thus opening up additional channels
