Centralschweizerische Kraftwerke AG is a service provider for energy, data and infrastructure in central Switzerland. For 125 years, the company has provided electricity to more than 200,000 end customers in the cantons of Lucerne, Schwyz and Uri. In addition, there are innovative products and services in the areas of connectivity and IT infrastructure, electrical and lighting, energy technology, IT and communications, and security. CKW’s network department is using Now Platform to optimize its diverse business processes and provide energy to the region quickly and easily.
End customers in this business area include electricians, builders, architects and independent inspectors. If a new building is to be connected to the power grid, or if a temporary power grid connection is required for machinery and equipment on a construction site, the corresponding inquiry must be made not only from the public sector but also through CKW. CKW uses ServiceNow to standardize these complex and lengthy network expansion, substation and other processes.
CKW AG IT Project Manager Nastasja Nicke explained: “CKW looks to the future. We want to simplify existing processes and procedures as much as possible in order to prepare for today’s needs and services (such as smart meters, smart energy, and controllable networks). .”
In the old system, there was an external customer portal for applications for electrical installers, construction companies and inspectors. Here, the input options are usually not fully defined, and the system will not check them for incorrect input. Employees often have to follow up with customers. Then, they manually transfer the data from the external customer portal to the internal tool so that the next employee can proceed with the case. Problem: Missing context and status overview. Which employee should do next? Is anyone on the team working? Depending on requirements, other data may be required.
Central Customer Portal
For example, when building an apartment building in an area that is not yet connected, you must first establish a temporary network connection for machines and equipment. CKW must laboriously determine the exact location using the package number. When the construction work is completed, the building needs a permanent grid connection, each apartment needs its own electric meter, and so on. “The ServiceNow platform enables us to establish a central customer portal for external and internal users. Thanks to its integrated workflow engine and open interface, we have flexibility and flexibility. We map our twelve processes end-to-end on one platform. performance.
The network department used ServiceNow’s Now Platform to automate 75% of business processes. For example, if a new customer is created, the approval process will automatically start in parallel. Since all processes run end-to-end in the Now Platform, employees and end customers gain transparency about the state of the application for the first time. ServiceNow’s intelligent self-service capabilities make the application for external users clearer, easier and error-free, because the questionnaire checks the correctness of the entries and restricts selection options.
With the launch of ServiceNow, CKW aims to create a centralized, user-friendly, streamlined, and future-oriented portal for internal and external users. Nicke said: “Thanks to ServiceNow, we have reduced processes by 25%. Approximately 15,000 processes are running on the platform-from meter supply to pay-as-you-go billing.
ServiceNow’s open API also makes work easier and more efficient. The user now uses Google Maps to indicate the location of the temporary network connection. If necessary, the platform can also control the counter. Combined with the pay-as-you-go model, CKW and its customers have new possibilities, such as prepaid tariffs with notification of current balances.
Nick said: “Before ServiceNow, we manually processed 4,800 out of about 1,800 letters-about 1,600 to 2,400 working hours, 20 to 30 minutes for each letter. Now everything is running through the platform and our employees can handle strategy And business promotion tasks,” Nick said. . With the new customer portal based on ServiceNow’s Now Platform, customers and employees can work easily, efficiently and intuitively.
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