Projects Archive - ITVT English

Stadtwerke Bietigheim-Bissingen

itvtmarketing — Tue, 29 Oct 2024 08:26:26 +0000

Stadtwerke Bietigheim-Bissingen

At a Glance

The Company

Head Office
Bietigheim-Bissingen, Germany

Industry
Energy

Key Figures

Approx. 98% delivery rate for e-mails
Time saving: 1,800€ saved by reducing the workload

Technology
Microsoft Dynamics365 CRM ITVT E-Mail Service

Consulting Services
Data support Process consulting

The Challenge

If you want to inform your customers about changes, you often have to do this in different ways. Many consumers are already taking advantage of online mailing. This was also the case for Stadtwerke Bietigheim-Bissingen (SW-BB for short), which informed its online customers about price adjustments as of January 1, 2024.

The main challenge was that only some customers had already opted for digitalization and could be contacted quickly by the company via email from Microsoft Outlook. The rest were informed in the traditional way by letter post.

Nevertheless, the administrative effort for returns and archiving via Microsoft Outlook remained quite high. Feedback to central administration systems such as CRMs or billing systems also had to be done manually.

SW-BB therefore needed a faster and centralized solution to become more cost-efficient and to communicate information on price adjustments directly to its customers in a more targeted manner. Due to the relevance of the information, the focus was on a high message delivery rate.

The Solution

Since SW-BB already had a CRM system, the project team together with ITVT GmbH decided on a specially designed e-mail module that was implemented as a customer-specific interface between the existing e-mail service and the Microsoft Dynamics365 CRM system. This should enable better control and evaluation of e-mail distribution in the future.

SW-BB was ITVT’s first customer to use this module. The particular advantage here was the seamless module integration and the possibility to better check the performance of the e-mail delivery via dashboards with a single click.

With the support of ITVT’s expertise and ITVT support in the areas of data management and e-mail marketing, a target group-oriented and efficient campaign for e-mails could be realized and automatically sent.

In total, up to 2,060 online customers could be informed about price adjustments as well as further advantages and tariffs. Due to a low error and return rate, and targeted performance analyses, the new campaign was a complete success and achieved a delivery rate of over 98%.

Benefits

The new e-mail module provided a better overview of performance through analysis and dashboard display. The integration of opt-in activation offered more possibilities for active data use in the interest of customers in areas such as marketing to provide information about further actions and advantages, for example.

SW-BB can now see at a glance whether emails have been delivered or not. Information about customers can be accessed as needed (in accordance with GDPR guidelines and access authorization). One use case is when customers have specific questions about their contracts or have not received information due to incorrect email addresses.

The advantages in summary:

Reduction of the administrative effort and possible sources of error
Automatic archiving of the sent e-mails
Time saving – about 20% of the previous implementation time is needed
Implementation via CRM enables evaluations and reporting
ITVT E-Mail Service provides necessary and interesting feedback on how customers deal with e-mails

Implementation & Outlook

Thanks to the ITVT E-Mail Service, SW-BB was able to successfully carry out an e-mail campaign regarding price adjustments. The most important implementation points are as follows:

Cleanup of the customer data within the database of the municipal utility of Bietigheim-Bissingen. With the help of the ITVT support, incorrect or outdated e-mail addresses were identified and corrected.
Planning and conception of the e-mail campaign, including the design of the subject line and the content of the messages.
With the cleaned data and the optimized campaign planning, more than 2,000 e-mails with relevant information could be sent to the municipal utility customers.

The improved function can now also be used for marketing, for targeted customer approaches and evaluations, in order to offer better services.

Interested parties can view the full range of functions of the ITVT E-Mail Service at any time in a demo session. Please feel free to contact us directly!

Uwe Garbe
Key Account Manager

uwe.garbe@itvt.de
www.itvt.de

“By integrating the marketing module into our CRM, we were able to successfully convert some of our postal mailings to email communications. This has ultimately saved us a great deal of time, effort and logistical costs. We can now reach the customers concerned much more efficiently and promptly inform them about changes to their prices. We are also able to use the module for marketing and information campaigns quickly and efficiently. This has had a particularly positive impact on direct customer communication. We are satisfied with the project results and look forward to using the new system in the long term.”

Rouven Bruder
Abteilungsleiter Kundenservice

The post Stadtwerke Bietigheim-Bissingen appeared first on ITVT English.

E-regio

admin — Fri, 25 Oct 2024 06:58:23 +0000

Efficient customer service with AI
and Automation of e-mail processing at e-regio

At a Glance

The Company

e-regio GmbH & Co. KG

Head Office
Euskirchen

Industry
Energy

Key Figures
20+ User
2 months of implementation

Technology
ITVT E-Mail Copilot
Microsoft Dynamics 365
Microsoft AI (Copilot, Azure AI)
Microsoft Power Platform
Microsoft Azure

The Challenge

e-regio GmbH is a long-standing energy supplier for the district of Euskirchen, the Rhein-Sieg district and the municipalities of Vettweiß and Heimbach (NRW). The supply portfolio includes water supply, electric and natural gas mobility, photovoltaics, and customized heating solutions.

A major challenge for e-regio’s customer service before the start of the project was the time-consuming task of sorting and distributing incoming customer emails from the central email inboxes to the relevant service teams.

As an existing customer of our CRM solution Stadtwerk365, e-regio was therefore looking for an innovative AI-based solution for customer service to simplify and automate the previously purely manual processing of emails.

The solution needed to integrate seamlessly into the existing Dynamics 365 customer service app and offer maximum flexibility so it could be easily adapted to individual business processes.

The Solution

Based on Microsoft Dynamics 365 and the ITVT Stadtwerk365 solution, the ITVT project team was quickly able to put the AI-based ITVT E-Mail Copilot into operation in e-regio’s customer service.

ITVT E-Mail Copilot is an AI application specially developed by ITVT with the aim of automating workflows in e-mail communication. Using the latest AI generation of Azure OpenAI, ITVT E-Mail Copilot analyses and understands customer e-mails and recognizes both the concerns and the customer data required for processing (such as contract number or meter reading) from the free text.

This enables the Copilot to route customer emails reliably and automatically to the relevant service teams and to automate business processes such as meter reading notifications or changes to installments using the data obtained.

Benefits

Thanks to the ITVT E-Mail Copilot, e-regio benefits from the following advantages:

Intelligent routing – the Copilot automatically captures and correctly forwards all emails in the Stadtwerk365 customer service module to the responsible clerk.
Process automation – data such as customer numbers, meter readings and cancellation deadlines are extracted automatically. This means that processes such as meter reading notifications, budget billing changes or master data changes can be fully automated.
Multi-intent capability – ITVT E-Mail Copilot can reliably recognize several customer concerns within the same e-mail and classify them separately. This means that every customer enquiry is recorded automatically.

Insights into customer interactions – Copilot identifies additional aspects within the communication, such as customer sentiment and language.
Precise recognition – the system recognizes and categorizes customer concerns and content efficiently and with maximum precision.
Fast deployment – Copilot can be put into operation immediately and does not require a long training phase for the AI.
Document recognition – thanks to the integrated Azure OCR, not only emails but also scanned letters can be easily processed.

Project Management

At the start of the project, the email correspondence was analyzed together with the e-regio team and classified according to concerns and topics. Based on this information, the corresponding subjects and prompts were configured in the ITVT E-Mail Copilot and optimized during a short test phase.

The system was then put through its paces using manual test emails. Minor adjustments were made immediately based on the results.

Training and Support

Thanks to its seamless integration into the customer service module of the Stadtwerk365 solution, the ITVT E-Mail Copilot does not require any separate user training. Adjustments to the Copilot in the event of changes to the processes and workflows of the customer service team are completely intuitive.

Outlook

With the help of the ITVT E-Mail Copilot, e-regio digitally strengthened its customer service smartly and greatly reduced the workload.
relieve the burden. Thanks to the streamlined and automated processes, customer enquiries can now be processed in a significantly shorter time
and relieves the burden on employees in their day-to-day work. This has enabled a significant reduction in time and process costs.

In the next phases of the project, the efficiency of e-regio’s customer service will be significantly increased by the ITVT E-Mail Copilot and
Stadtwerk365 as they continue to automate more service processes.

Johannes Wagner
Manager für Data & AI Johannes.Wagner@itvt.de www.itvt.de

“With the ITVT E-Mail Copilot, we have established a direct recognition and assignment of e-mails and letters, which we previously had to do manually in a time-consuming manner. In the future, we will be able to ensure much better that our customers’ requests reach the right employees and that the task can be completed promptly. The resulting skill-based routing is very important to us.”

Sebastian Steffens
Product Area Manager Commodities

The post E-regio appeared first on ITVT English.

Thyssenkrupp Materials Services

admin — Thu, 12 Sep 2024 10:54:58 +0000

Thyssenkrupp Materials Services
Improved cross-selling with SaRA

At a Glance

The company

Head Quarter
Essen (Ruhr)

Industry
Industrial trade Materials and raw materials

Project key results

300 users
3 months implementation time

Technologie

Microsoft Dynamics 365
Microsoft Azure
Microsoft Power BI
SaRA – Sales Representative Assistant

Consulting

Workshops on professional requirements and technical integration

The Challenge

Cross-selling can make a significant contribution to increasing sales and customer loyalty – but only if it is implemented correctly. After all, every single customer contact offers potential for cross-selling.

In order to utilise this potential, a powerful system is required that provides customised product recommendations at the right moment. That’s why thyssenkrupp Materials Services specifically relied on ITVT’s AI-based cross-selling solution to inform its customers about optimal and customised products.

The often short contact times when taking orders over the phone were to be utilised for cross-selling. To achieve this, it was necessary to provide customised product recommendations at the right moment using an intelligent AI-based solution. In addition, the solution needed to be easy to use and quick to implement without any training.

This is where the consultants from ITVT entered the scene: as a Microsoft partner from the early days and an experienced, certified IT service provider for Microsoft Dynamics 365 and AI solutions, ITVT provided targeted advice and convinced the project managers to use SaRA – the Sales Representative Assistant from Microsoft.

The Solution

Following the successful, seamless implementation of SaRA in the Microsoft Dynamics 365 environment and integration into thyssenkrupp Materials Services’ CRM system, users can now access AI-generated product recommendations tailored to the customer’s needs after analysing the available data.

SaRA uses artificial intelligence (AI) to provide accurate recommendations through detailed analyses of the purchasing behaviour of each individual customer and makes a significant contribution to increasing cross-selling revenue and improving customer loyalty.

A total of over 300 users can now quickly and easily access and use the relevant data. Thanks to the existing interfaces, the implementation time was around six months – from planning to full implementation. Even after a short time, a significant increase in sales turnover and an improvement in customer loyalty could be observed.

Implementation & results

To make the implementation of SaRA as user-friendly and efficient as possible, several accompanying workshops were organised by the ITVT project and consulting team:

Workshops on functional requirements and technical integration.

Implementation of MVP (Minimum Viable Product) and pilot operation with pilot user feedback.

Iterative adjustments and enhancements to the solution with rollout, hypercare & monitoring.

Even during the MVP phase, a significant increase in sales turnover and an improvement in customer loyalty was observed.

Overall, SaRA has continuously generated additional annual sales in the seven-figure euro range since its introduction. The quality of product recommendations is also consistently at a very high level and the vast majority of recommendations actually lead to purchases. SaRA product recommendations can now also be used specifically in marketing campaigns.

Furthermore, Thyssenkrupp Materials is planning to introduce the SaRA system in other business units of the Group as well

Contact us: we would be happy to advise you.

Johannes Wagner Manager für Data & AI Johannes.Wagner@itvt.de www.itvt.de

„Together with ITVT, we were able to implement our Azure AI cross-selling solution SaRA – Sales Representative Assistant in a short time and use it productively. The results have fully convinced us: Over 40 percent of the sales target was already achieved in just three months during the introduction phase.”

Stefan Köhler
IT Program Manager CRM

The post Thyssenkrupp Materials Services appeared first on ITVT English.

Projects Archive - ITVT English

Stadtwerke Bietigheim-Bissingen

Stadtwerke Bietigheim-Bissingen

At a Glance

The Company

The Challenge

The Solution

Benefits

Implementation & Outlook

E-regio

Efficient customer service with AI and Automation of e-mail processing at e-regio

At a Glance

The Company

The Challenge

The Solution

Benefits

Project Management

Training and Support

Outlook

Thyssenkrupp Materials Services

Thyssenkrupp Materials Services Improved cross-selling with SaRA

At a Glance

The company

The Challenge

The Solution

Implementation & results

Efficient customer service with AI
and Automation of e-mail processing at e-regio

Thyssenkrupp Materials Services
Improved cross-selling with SaRA