The upheaval in the energy sector is also affecting many public utility companies: for Leipziger Stadtwerke as well, the energy transition and the digitization of customer-oriented services have fundamentally challenged the traditional business model of municipal public services. They have the aspiration to position themselves as a regional leader in the energy transition, and to establish decentralized, regenerative, and flexible energy provision. Additionally, the digital infrastructure with the associated services will be enhanced and expanded, e. g. in the field of smart cities, new mobility concepts, and energy generation and provision. A technical transformation based on a central service platform is the prerequisite for Leipziger Stadtwerke to become a digital public utilities and multi-service provider. This shall support the management of cutting-edge, customer-centric services and will fully automate and document them in an audit-proof way, for everything from individual offers to digital billing. The existing system landscape was unable to meet these requirements. Following a multi-stage selection process, the decision was made to choose USU as the solutions and competence partner.
In USU we have found a partner who digitizes the management of these services with us from A to Z and thus ensures an effective implementation.
Uwe Fischer, Business Unit Manager for Information Management, Leipziger Stadtwerke
Stadtwerke Leipzig GmbH
Over 1,500 registered e-mobility customers in two months, 600 automatically generated offers per month, 20 digitized service processes, 28,000 service tickets per year
When introducing the new service management platform, the focus was on two services during the first project phase:
After creating the service architecture and process landscape, and within the framework of an agile project approach, 15 third-party systems were successively connected via interfaces. These included source and billing systems like SAP among others. The service management solution is operated as a Cloud/SaaS solution in Leipziger Stadtwerke’s computer center. After a project duration of six months, it went into productive operation in spring 2021.
Servicing Explosive Customer Demand With a Remote Workforce Compels Sharper Knowledge Management Practices