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Stadtwerke Bielefeld Utilities | MEE SAP Service Cloud SAP Marketing Cloud SAP Customer Data Cloud SAP for Utilities
Utilities
Stadtwerke Bielefeld GmbH (SWB) provides citizens and businesses in the region with electricity, gas, water, and district heating. In addition, its subsidiaries offer telecommunications, mobility, network infrastructure, public bath, and waste disposal services.
+25% Managed Rise in customer inquiries managed by service agents 360 ° View Of the customer Single Sign-on For diverse utility and service information
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Headquarters Germany
Products Electricity, water, district heating, public baths, and waste disposal
€824.8 M Revenue
Web Site
stadtwerke-bielefeld.de
Business Challenges • Requirement for service agents to open multiple screens when handling customer inquiries about more than one business area • Separate logins for customer self-service portals for each business area • Need for marketing teams to target groups of customers using more than one service to run promotional and cross-selling campaigns Customer Benefits • Increased brand loyalty as a result of improved customer experiences • Faster, more-efficient service with access to information across diverse business areas in one place • More-effective customer service management, enabling the handling of a growing number of inquiries • Convenient single sign-on experience for users of self-service online portals • Ability to target marketing campaigns with promotional offers across multiple services
Claudia Ohnezorg Team Leader for Digitalization in Customer Relationship Management Stadtwerke Bielefeld GmbH “SAP Customer Experience solutions help us provide faster, more-efficient service, improving customer experiences and increasing loyalty.“
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