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Expansion of innogy Stoen Operator Connection Portal for Enhanced Customer Service Automation
  1. case
  2. Expansion of innogy Stoen Operator Connection Portal for Enhanced Customer Service Automation

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Expansion of innogy Stoen Operator Connection Portal for Enhanced Customer Service Automation

e-point.com
Utilities
Energy & natural resources

Challenges in Manual Customer Service Processes

Manual document registration led to human errors, inefficient case handling, and limited customer accessibility outside business hours. Paper-based processes required physical visits and lacked real-time tracking capabilities for both customers and employees.

About the Client

Electricity distribution company responsible for power grid management in a capital city

Automation and Digital Transformation Goals

  • Automate 90% of customer service processes through digital portal expansion
  • Implement wizard-based form filling for 19 additional application types
  • Enable 24/7 cross-device accessibility without document printing/signing
  • Reduce case processing time through automated monitoring and reporting
  • Prepare infrastructure for future supplier document exchange digitalization

Core Portal Enhancements

  • Search-driven form discovery with instant redirection
  • Interactive calendar for one-click appointment scheduling
  • Wizard-based application submission interface
  • Automated document registration and case categorization
  • Mobile-responsive design for multi-device compatibility

Technology Stack Requirements

Modern frontend frameworks
Cloud-based backend systems
UX optimization tools

System Integration Needs

  • Existing IT infrastructure
  • Case management systems
  • Calendar synchronization APIs

Operational Requirements

  • High availability (24/7 uptime)
  • Data security compliance
  • Scalable architecture
  • Cross-browser compatibility
  • Real-time performance metrics

Expected Business Impact

90% reduction in paper-based applications, 50% faster case processing times, and 24/7 customer accessibility. Employees benefit from automated monitoring tools reducing manual workloads, while interactive features improve customer satisfaction scores through streamlined digital interactions.

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