Intelligent Self-Service

For a customer service  project  of  Wien  Energie  GmbH,  the universal IT service provider of Wiener Stadtwerke (Vienna public utility company), WienIT EDV Dienstleistungsgesellschaft mbH & Co KG, evaluated the software market at the start of 2013. The largest Austrian energy supplier aimed to further improve and increase the efficiency of its online services for its approximately two million customers. Ease of use and the simple creation and maintenance of web- site content were of particular importance. In addition, an increase of quality in sales/customer service was planned. After international tendering and the evaluation of an extensive set of criteria, those responsible chose USU and the USU KnowledgeCenter knowledge database.

The objective of the first phase of the project was to establish a self-service solution for end customers on Wien Energie’s website and to significantly reduce  the  burden on the call center with this additional service channel. In  the event of questions or problems, every energy customer should be able to quickly orientate themselves and find the right solutions in the support section of the website even as a non-expert, e.g. when it comes to moving home or reading the meter.

For this purpose, Austria’s largest utility company provides FAQs in the context of the relevant question. The option to give feedback is also integrated. Helpful documents can thus be labeled accordingly. The most popular search topics are shown in a separate box so that searchers can access this content directly. Overall, the content is presented in line with the topics searched for from the perspective of the end customer. Since the successful implementation of the knowledge platform, the number of self-service users has risen drastically in a short space of time.

The website is becoming increasingly important as an information and service platform. By providing important self-service content and making it easy to use, we offer our customers and all interested parties quick access to valuable knowledge as needed. USU makes an important contribu- tion to this.

Mag. Rainer Pelz,
Head of Sales Development & Coordination