BKK

BKK is one of the major utility companies in Norway. BKKE is a wholly owned subsidiary of BKK and operates within these product areas: Distributed energy solutions, sub metering and joint metering (primarily offered to cooperatives). More at www.bkk.no/energitjenester 

Problem

Problem

Retailers and DSOs are spending a lot of time and resources on general customer support. Support centers primarily answer general questions related to invoices. The invoicing process represents 40-50% of the cost per metering point. In parallel to this time consuming and resource heavy commitment, retailers and DSOs are constantly trying to increase cost-efficiency.
Resources are quickly becoming more constrained. Rapid regulatory and market changes in the energy industry force companies to explore all possibilities to increase cost efficiency. The energy business is under constant supervision, especially the DSOs. Retailers and DSOs have to go through a transition period with focus on cost innovation to run existing processes far more efficiently. Thinking outside the box and providing the energy customer with more than just energy and simple services has never been more important than today. Most customers don’t have a relationship to energy in terms of Watts (kilo Watts per hour), but they have a strong preference for comfort. And that is what you use energy for – providing comfort.

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Solution

"Enoro provides us with Customer Information Systems. They are an important strategic discussion partner that helps us meet the future energy customer’s expectations. We started this project with Enoro’s automatization because Enoro will help us stay competitive and at the forefront in the future." Inge Husefest, CEO BKK Energitjenester

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Solution

"We have to learn from other industries and think outside the box to provide the energy customer with more than just energy and simple services. Most customers don’t think about energy beyond their bill. They prefer products and solutions that are simple and combine features. Our future services have to meet these expectations."

Inge Husefest
CEO, BKK Energitjenester

Outcome

Outcome

Automating the routine processes has allowed the entire BKKE organization, and especially the invoicing processes, to change their way of doing business. BKKE now has a real opportunity to grow and take on new markets without having to scale up the organization. The rapid changes in the energy industry are also increasing the new energy customer’s expectations. The new energy customer is cost conscious, emission conscious, demands access to information and wants it real-time. To stay competitive, retailers and DSOs must increase customer satisfaction by providing personalized customer service.

Automation helps retailers and DSOs focus on new and specialized services for the customer, rather than providing general support. In addition to automation providing improved customer service, the cost conscious new energy customer will also receive a more accurate bill, on time. Replacing general customer support with automation also frees up resources that will help retailers and DSOs take on more customers in new markets without increasing the size of the organization.

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Summary

EnoroCX - CIS helped BKKE with automating the routine processes. In addition to automation, providing improved customer service, the cost conscious new energy customer will also receive a more accurate bill, on time.

 

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Summary