Digitizing customer service

Stadtwerke Lübeck has digitized its customer service with VIER engage. Where there used to be a paper war, contacts are now processed automatically, across all channels and based on skills.

Stadtwerke Lübeck uses VIER engage

calls per year

text-based processes per year

Participants in satisfaction survey

The challenge

Say goodbye to paperwork

When Stadtwerke Lübeck moved into a modern administration building a few years ago, a redesign process began that also provided the impetus for the digitalization of customer service in the private customer business: the "OutSteP" project was born. The task was a tough one: "The work of customer service was reminiscent of a public authority," admits Christian Huth, Head of Private Customer Sales and responsible for the project: "Although we used a local ACD for call distribution, the requests were recorded on paper, distributed in baskets and filed in folders. In short: paperwork!" The result: "There was no overview of the type and frequency of concerns, the quality of service was judged by feeling!" This was unacceptable, says Huth: "We wanted to consistently align customer service with demand. We were looking for a complete solution for voice and non-voice processing - preferably from the cloud."

What solution does VIER offer?

Stadtwerke Lübeck + VIER

Cross-channel contact processing

With the introduction of VIER engage for voice and non-voice channels and process distribution for processing written-based work items, automatic, cross-channel and skill-based contact processing began in 2017. The highlight: employees not only process customer concerns on site, but also calls and written-based processes, i.e. emails, faxes, letters and processes - that's 140,000 calls and 120,000 written-based processes per year.

More about the product

VIER engage

Our AI-powered, cloud-based solution is ideal for demanding, large contact centers that want to offer an omnichannel customer experience.

More about VIER engage

About Stadtwerke Lübeck

Stadtwerke Lübeck has been the most important energy supplier in the Lübeck economic area for generations. The company answers around 140,000 calls a year, processes 120,000 paper-based transactions, handles 20,000 customer concerns on site at the service center and provides a WhatsApp service with over 1,000 contacts.

More about Stadtwerke Lübeck