Vattenfall online self-service solution Tieto

Would you consider
doubling your service
rate a win?
It could be a win-win.
tieto.com/energy
The active utilization of Vattenfall’s online selfservice
has doubled each year, and the reason is
clear: when it comes to deciding what customers
want, there is no better authority than the
customers themselves.
The result is increased cost effectiveness and
higher customer satisfaction – and increased sales
will soon follow. Internet-based self services are
adding the role of a sales channel and the future
integration of automated meter reading will further
increase satisfaction.
Knowledge. Passion. Results.

Rev date 12-02-13
The competition in the energy sector is intense. In order to improve customer service and costeffectiveness
simultaneously, energy companies must develop new online self-service solutions.
Vattenfall, which aims to become Europe’s leading energy
company, identified the need for better online service to
reduce the need for manual intervention. Although Vattenfall
had ways of contacting customer services through Internet
channels, some elements of customer service still involved
manual work, such as e-mails from customers.
Tieto’s solution
In partnership with Tieto, online services were seamlessly
integrated into Vattenfall’s customer management system.
The next stage in Vattenfall’s plans is to standardize the
technical solution and appearance of the Internet service.
These areas should be identical in all of the countries in
which Vattenfall is involved, in the entire value chain for
electricity and heat, from production to distribution.
The rate of active utilization of Vattenfall’s online service
has increased, and service improvement has led to high
customer satisfaction. Vattenfall has increased, and its
cost-effectiveness, while Internet services have developed
as a sales channel.
Benefits
At the same time, the Internet will grow as a sales channel for
Vattenfall, just as it is already a channel for communication
and customer service. From Vattenfall’s point of view, the
benefits of online service will lead to cost-effectiveness, but
also to satisfied customers. Vattenfall gives its customers the
freedom to manage their energy transactions whenever and
however they want.
Team up with a partner that helps you offer better service for your customers!
info.energy@tieto.com, www.tieto.com/energy
Invoicing, meter reading, consumption reporting, and
other functions are well suited for being handled over the
Internet. As automatic meter reading (that is, remotely read
meters) becomes more common, it will be possible to make
reporting and monitoring more efficient. The amount of
metering data will increase by a factor of one 1000.
“We give customers the freedom to manage their energy
transactions whenever they want and however they want.”
The requirements of customers are more important than
cost-effectiveness; ideally, we can combine the interests of
customers and those of the company.
Renefits in brief:
• Better customer service
• Operational efficiency
• New business potential
Ilkka Salonen, Managing Director at Vattenfall
Sähkönmyynti Oy
Why Tieto?
Tieto is empowering utility business with experiences from implementing Advanced Metering Infrastructure (AMI) with
more than 1500 000 smart meters. Tieto is # 1 in Nordic region in customer management and billing for energy utility
companies. Every 3rd customer in the Nordic region is billed via a Tieto application.
”