Project Examples
New System Landscape for a Municipal Utility
Challenge
A large utility company required a completely new system architecture for its supplier role, covering everything from customer acquisition and billing to the customer portal.
Approach
Over 4.5 years of continuous requirements management, system selection and leadership of the implementation teams. From the initial requirements phase right through to a live system serving tens of thousands of customers.
Result
Full market readiness as a supplier, including a product configurator, campaign management, a sales partner portal, a 360° customer view and a self-service portal. A scalable and modern system architecture.
Making Process Costs Transparent and Reducing Them
Challenge
A lack of transparency over process costs and opportunities for automation across all market roles; no basis for data-driven optimisation decisions.
Approach
Comprehensive process mapping including costs and volumes, identification of the most expensive processes, and development of a methodology for standardised decision-making when selecting optimisation methods.
Result
Complete process transparency and an established methodology that enables the organisation to independently assess automation potential and compare optimisation approaches.
Identifying Churners Before They Leave
Challenge
No systematic way to identify at-risk customers early; the response always came after the cancellation.
Approach
Building an analytics platform, developing a predictive analytics model for churn detection, and implementing an ongoing prevention campaign including dashboards for contract and campaign monitoring.
Result
A productive analytics platform and an ongoing churn prevention program enabled the sales team to act proactively on the basis of data, rather than reacting after a customer has already left.
Selected projects, all presented anonymously. Client names available on request.