Sustainable, close to the customer and innovative. Pfalzwerke has been guaranteeing a secure and environmentally friendly energy supply for over 100 years. With over 450,000 customers, Pfalzwerke AG is one of the most important energy supply companies in Germany and the market leader in the Palatinate and the Saarpfalz district. A task that comes with a lot of responsibility and a number of challenges and is constantly changing:
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Pfalzwerke close to the customer with self-services and optimized sales processes
Digital, interactive video consulting assistant in use
Pfalzwerke AG, the leading energy supplier in the Palatinate and the Saarpfalz district, is further optimizing its customer service and sales processes. The company uses NEXOVI, a digital video consulting assistant from PTA, for this purpose. This makes the relocation process, the selection of suitable supply and e-mobility products and the updating of their master data easier for Pfalzwerke customers with simple and logical self-services. This service is available to customers 24 hours a day, seven days a week, relieves the burden on service and sales staff and realizes cross-selling and up-selling potential. The energy supplier implemented and introduced the digital consulting assistant together with the IT experts from PTA IT-Beratung in Mannheim.
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In addition to supplying households and companies with electricity and heat, the company has set itself the task of preparing the entire region for the future. With its current offers, the energy supplier naturally continues to ensure that the lights come on in many customers’ homes. But in the meantime, those responsible are also initiating the energy transition on their doorstep and beyond with innovative technologies and infrastructure solutions. Specialized companies and strong partners provide support. The Pfalzwerke Group now includes over 40 companies and shareholdings. Together, they offer an extensive portfolio of products and services for private customers, businesses, companies, industry, municipalities and the housing industry. One of the innovative services that Pfalzwerke has recently started offering its private customers is a digital, interactive video advice assistant.
Convincing acquisition, convincing arguments
This pioneering project began with a private contact between Pfalzwerke and PTA. This conversation paved the way for presenting the advantages of a digital video consulting assistant to those responsible at Pfalzwerke. “The possibilities that NEXOVI opens up for us convinced us straight away,” explains Marcus Tretter, Head of Customer Service and Market Communication at Pfalzwerke. There was therefore no classic selection process, and the project managers were not aware of any comparable offer. Pfalzwerke relied on the expertise of the PTA consultants and the project team immediately started to map the relocation service via NEXOVI in a lean process flow with personal advice.
If an end customer moves, he can now report his new address conveniently, easily and without great effort and initiate all the necessary steps to maintain the energy supply from Pfalzwerke. The consulting assistant even reliably handles the brand separation between Pfalzwerke’s “own network” and “out-of-area”. This separation ensures that a customer who moves out of Pfalzwerke’s catchment area continues to be supplied with energy and the services he is accustomed to from Pfalzwerke even outside his traditional supply region. However, these contracts will then run under the online brand 123energie. The first project step was a complete success and quickly led to the use cases being expanded accordingly.
NEXOVI takes sales and service processes to a new level
Pfalzwerke recently started using the digital consulting assistant called NEXOVI in four areas: Firstly, in addition to contemporary customer service in the relocation process, also in the move-in service in connection with the appropriate tariff selection as well as in the maintenance of master data. In addition to the relocation service, the digital consulting assistant also makes full use of its strengths in individual tariff consulting for move-in notifications. The advisory assistant guides the customer to the best tariff for them. This allows Pfalzwerke’s end customers to go through the necessary steps digitally and completely unbureaucratically, even when changing master data. The fourth area stands out from the existing customer service. Those responsible at Pfalzwerke have therefore decided to use the modern digital solution to address new customers as well as existing customers in the e-mobility sector. Pfalzwerke wants to support its potential customers with the help of the digital, interactive video consulting assistant, particularly when marketing wallboxes.
In this area, NEXOVI scores less with the simple interactive mapping of special processes, but rather advises interested parties on open questions about the use of the new technology or presents products in a simple and understandable way.
“Thanks to the professional implementation of PTA, which responded to our every wish and realized it just as quickly, we hope that NEXOVI will provide us with a customer-oriented information and sales platform. Here, customers are now sufficiently informed about the e-mobility products of the Pfalzwerke brand and a communication platform is presented in the direction of sales,” outlines Sascha Dechert, Product Owner Electromobility B2C at Pfalzwerke.
Energy flows around the clock
NEXOVI is designed in such a way that Pfalzwerke can identify each customer in a personalized way at any time and advise them with useful self-service functions. Fixed service times or long waiting loops on a hotline no longer exist with the use of the digital advice assistant. No matter whether it’s to report a move at the weekend via tablet or smartphone, get product advice on e-mobility after work, find a new, cheaper tariff or quickly enter new bank details.
With NEXOVI, Pfalzwerke customers can now do all this when it suits them best and from wherever they want. Because the cloud-supported consulting assistant knows no service times and is always available: 24 hours a day, seven days a week. Difficult-to-understand paper forms with immense circulation and processing times are therefore a thing of the past at Pfalzwerke. “With NEXOVI, Pfalzwerke is creating a complete, integrated digital branch office and thus impressively demonstrating the successful implementation of this progressive approach,” says Dr. Tim Walleyo, Managing Director of PTA IT-Beratung.
User-friendly, easy to configure, cost-efficient
So that NEXOVI smoothly and enables the creation of customizable consulting processes, PTA’s IT consultants implemented the consulting assistant as an Angular application with a .NET Core backend. Throughout the project, the PTA team took on the management and consulting for the consulting assistant, was responsible for the implementation of the requirements and the connection to the customer’s web self-services for exchanging the necessary data. In this way NEXOVI makes a major contribution to relieving the burden on call and service centers and significantly reduces process costs.
Project ID: 5622
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In general, Pfalzwerke benefits from the user-friendliness of the web application and its intuitive operation. As a no-code application, product or service managers can configure NEXOVI themselves via the graphical user interfaces without any IT or programming knowledge and quickly adapt it to changes. This is an invaluable advantage, especially in the energy industry and its volatile markets. The linchpin of every NEXOVI implementation and therefore also of central importance in the Pfalzwerke project was the conception of a script. This is because Pfalzwerke uses a professional actress as a spokesperson for personal contact via a consulting assistant, who guides the customer through the respective processes or consulting sequences in a clear and understandable way.
Stand out from the competition with NEXOVI
With the use of NEXOVI, Pfalzwerke is realizing a special customer experience in customer service by providing its customers and interested parties with personal advice. The energy supplier is taking its customer relationship management to a new level with modern digital self-services. Process flows are simplified and are now more efficient, which saves costs. In the energy industry in particular, where there is currently a fierce price war and cut-throat competition, an exceptional customer journey is an effective differentiator that sets you apart from numerous competitors. It is therefore only fitting that Pfalzwerke with NEXOVI also have a firm eye on the future: The Pfalzwerke sales team skillfully showcases new products and solutions for e-mobility and provides customers with all the new information that is available in this still relatively new market segment, tailored to their individual needs.
Customer testimonial
“The cooperation with PTA was very professional and the use of NEXOVI helps us to reach our customers better and offer processes at reduced costs.”
Marcus Tretter, Head of Customer Service and Market Communication at Pfalzwerke
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