Business Challenge 

Previously, customers could inquire about the status of their technical cases—such as metering point work or connection requests—only by phone or in person. This resulted in a high workload for customer service teams, long waiting times, and lower overall customer satisfaction. 

E.ON’s goal was to make the customer service process more transparent and efficient through digital self-service solutions, while reducing the need for manual intervention. 

Solution 

As part of E.ON’s digital self-service initiative, Abesse’s experts developed two advanced web applications for key business areas, enabling customers to track the real-time status of their technical service requests. 

Through the Dynamic Case Tracking web interface, customers can monitor the real-time status of their technical cases, as the portal’s functionality is seamlessly integrated with E.ON’s internal business process systems. 

Thanks to integrations with backend systems, the Online Connection Request Submission and Evaluation process can also be managed and tracked directly through the customer portal. 

A distinctive feature of these developments is that they were implemented using Abesse’s rapid automatic prototype generation environment. This highly efficient development approach supported E.ON’s strategic goal of responding to user needs as quickly and effectively as possible. 

The solutions feature a fully responsive design, ensuring easy access from mobile devices. Throughout the development process, special attention was given to user experience, transparency, and data security. 

Results

The introduction of the subsystems connected to the digital customer portal has significantly reduced the workload on customer service teams, while noticeably improving customer satisfaction. Customers can now independently, quickly, and conveniently check the status of their cases, contributing both to an enhanced customer experience and to the company’s ongoing digital transformation. 

The solution is scalable and easily extendable, providing a solid foundation for E.ON’s future digital developments.