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Shining Examples of Successful CRM Software Use in the Energy Sector

In the 'Shining Examples' brochure, you will get to know managers and other employees who use EVI/TINA as a tool for strategic customer orientation and process optimization.

SCHWEBEBAHN, WUPPERTAL

SCHWEBEBAHN, WUPPERTAL © fotolia.de - majonit The prominent suspension railway has run above Wuppertal for more than 100 years – high above the river Wupper and the streets. 28

WSW counts on processes – generated in EVI by CURSOR-BPM APPLICATION FIELDS AND BENEFITS WSW ENERGIE & WASSER AG Wuppertaler Stadtwerke count on the solution EVI by CURSOR for its sales units WSW Energy & Water and WSW 3/4/5 GmbH. Multidisciplinary complaint management All business transactions are supervised by the central complaint management. An EVI-SAP-IS U interface is used to display the current status of complaints as a traffic light in SAP IS-U in all departments without EVI. BPM-supported offer process A BPM-supported offer process ensures smooth workflows in the department for sales of energy services. Acquired customers are divided into different groups as part of the included customer value analysis. Fast entry screen for call centres The fast entry screen enables external call centres to record the outcome of conversations directly in EVI, to generate follow-ups and to create new contact persons. FACTS (2016) • nLocated in: Wuppertal • nRevenue: 949.5 million € • nStaff: 897 • nEVI in use since: 1998 • nWebsite: www.wsw-online.de »EVI provides us quickly and transparently with central data and thus supports our customer service expediently.« Thomas Bußmann Director Sales of Energy Services WSW Energie & Wasser AG 29 29