Controlling in Market Communications

The market communications department at Süwag Kundenservice GmbH processed more than 23 million messages in EDIFACT format in 2011 alone. The company wanted to improve process controlling with greater transparency and more detailed key performance indicators. This would enable the company to better analyze processes when disruptions occur, deadlines are set or when incoming and outgoing messages need to be checked. The solution needed to incorporate requirements from the market communications, supply management and accounts payable management departments. This would ensure all customers could be enrolled in a timely manner by the supply management department, guaranteeing the processing and handling of supplier change processes and ensuring that contract confirmations and budget billing plan notifications to Süwag Kundenservice GmbH customers are sent by defined deadlines.

Süwag Kundenservice GmbH is a subsidiary of Süwag Energie AG, a joint-stock company with municipal shareholding with headquarters in Frankfurt. The grid area of the energy service provider and its subsidiaries is distributed across four states in southern Germany: Hesse, Baden-Württemberg, Rhineland-Palatinate and Bavaria. Süwag Kundenservice GmbH provides process services for distribution and grid network processes. More than 300 employees focus on call/billing processes as well as market communications. The IT department at Süwag provides the systems and applications. The Süwag Group has more than 100 years of experience in the energy industry. Formed by the merger of four independent energy companies in 2002, the group is characterized by a very strong presence in its regions. Süwag is represented there by its own locations and service centers, where customers have access to employees as personal contacts. Süwag Kundenservice GmbH is an important component in the service-oriented handling of Süwag customers.