What was the initial situation?
- All sales and grid inquiries handled manually by e-mail or on paper
- Contract processing took up to 14 days until the customer and all other parties had signed the offer
- Enormous processing effort for employees
- Electris did not want not to use separate solutions for each division, but to take advantage of a centralized consolidation
What was implemented with epilot?
- In the meantime, all contacts for the entire website and in the local customer centers across the entire product and service portfolio have been brought together in the new central company platform
- From electricity or gas calculators, request forms for charging cards, wall boxes, PV systems or grid connections and classic contact forms to application forms for job vacancies
- Over 60 modern click routes (“Journeys“) in 3 different languages and thus digitized inquiry and order processes for 21 business processes
- Contact is made directly in the system as a task with a traceable status and specific internal assignment
- This means that no request is lost or can be answered by answered by all employees
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Omnichannel communication: epilot as the central Electris system
In an exciting presentation at the epilot Community Convention 2023, Sven Frohnen, Head of Business Analytics & Product Management at Electris, will talk about how epilot is used as a central system at Electris.
