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MälarEnergi

Mälarenergi Improves Customer Care with OpenText

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OpenText Business Process Management provides greater customer case visibility and tracking, improved process efficiency, reporting, and analysis

Using OpenText, members of our customer care team can immediately see the complete history of interactions with any customer. By being more informed, they can respond more appropriately and often can clear the case during that first interaction. Customers welcome the improved customer service we now provide.

CAMILLA HOLMGREN, CASE MANAGEMENT PRODUCT MANAGER, MÄLARENERGI

Challenge

  • Lack of process driven case management, affecting growth plans
  • Drive to improve efficiency but difficult to analyze processes and identify bottlenecks
  • Heavily reliant on email, resulting in lack of visibility of case statuses with no overall view of an individual customer

Product(s)

Value

  • Process consistency and clarity provide ability to handle growth, improve efficiency, and access customer history
  • Reporting provides case volumes and identifies bottlenecks for process improvement
  • No longer reliant on email, able to transfer cases between departments with full history

About MälarEnergi

Mälarenergi is a Swedish utilities group providing electricity, heat, water, and broadband to residents in Mälardalen. The firm also supplies electricity to residential and business customers throughout Sweden. Founded in 1861 to provide street lighting in Westerås, more than 150 years later, the company employs 660 people and has annual revenues of SEK 3 billion. Electricity and district heat is provided from its power plant in Vasteras, electricity from 42 hydropower stations in Västmanland and Värmland, as well as district cooling, water, and sewage services. The group is wholly owned by the City of Västerås.