Trondheim Energi Comprehensive online self- services for ... - Tieto

Customer case: Trondheim Energi
Trondheim Energi
Comprehensive online selfservices
for end customers
Tieto delivers online self-services to Trondheim Energi
that means both happier customers and higher business
efficiency. The “Online” solution provides a digital
channel on the web for Trondheim Energi’s customers.
People are able to access their services at Trondheim
Energi and perform the most common and important
tasks online. This means higher customer satisfaction
and less manual work for Trondheim Energi.
Since 1901, Trondheim Energi
in Norway has been a large and
important regional business actor.
Today, high competence and an ability
to innovate and create had made
Trondheim Energi a modern and
efficient energy company. Through
Trondheim Energi’s IT provider Metor,
Tieto provides the “Online” product as
a service since 2007.
Efficient customer care
Tieto’s “Online” solution helps
Trondheim Energi’s customers by
providing services in every phase of
the customer relation. This system
together with Trondheim Energi’s
current Customer and Billing (CAB)
System makes Trondheim Energi
highly competitive in the Norwegian
utility market, says Pål Selnæs
at Metor.
Developed customer relationships
through online services
In the “Online” solution, customers
can sign energy contracts, initiate
moves, postpone invoices and
handle meter reading related tasks.
You can also calculate contracts,
change customer data and browse
invoices and energy consumption.
For further information please contact:
info.energy@tieto.com
The services in “Online” support the
whole customer relation lifecycle from
initiation to maintenance, making the
customer relationship considerably
easier to develop.
Self-services save resources at
Trondheim Energi
“Online” enables a significant
decrease in manual transactions in the
call centre at Trondheim Energi, thus
saving time and resources. Instead of
calling Trondheim Energi, customers
are now able to carry out many tasks
on the web. “Online” helps Trondheim
Energi to focus on their core business
and reduces overall cost for handling
customer related matters. Trondheim
Energi’s goal is to digitalize 80% of the
business processes in the customer
care centre.
Customers value on-line services
What customers appreciate most
with “Online” is that they now can
communicate with Trondheim Energi
whenever they have the time. An
increasing number of customers do
not have the time to contact customer
service during business hours.

Customer case: Trondheim Energi
“Online” essentially means better
access to Trondheim Energi’s services
and higher service level for their
customers. Trondheim Energi also
benefits from the increased selfservice
ratio and decreased need for
manual work by company staff.
It’s a win-win situation for both
Trondheim Energi and the customers,
says Pål Selnæs at Metor.
For further information please contact:
info.energy@tieto.com
Challenge
The competition in the energy sector is intense. In order to improve
the customer service and cost effectiveness simultaneously,
Trondheim Energi has continuously developed the portfolio of digital
services. Customer service was handled by call centre alone and
needed to be extended with a 24/7 online self-service solution.
Solution
In partnership with Tieto, Metor integrated “Online” with Trondheim
Energi’s current customer information system, Customer and Billing
(CAB). “Online” enabled customers to handle all common tasks and
have an account overview online, available whenever they need.
Added value
Customer service improves while overall cost effectiveness
increases thanks to less manual work by Trondheim Energy staff.
Use of Trondheim Energy’s “Online” service increases customer
satisfaction. Customer relations are now easier to develop thanks to
better support of the whole customer lifecycle.