To start the webinar, Riedl presented an overview of EnBW's brands and product portfolio — from energy trading, transmission, and distribution networks to offshore wind farms and solar fields to end-customer supply, storage solutions for the home, and e-mobility. In doing so, he clarified EnBW's major challenge: the seamless integration of the various EnBW brands, products, and services into the customer journey.
In 2016, EnBW launched "EnPower", their largest digitalization program to date. EnPower spanned three EnBW brands and extended over several years. Gradually, more and more customers were brought to the new IT platform, which served as the basis for new digital customer experiences in the end customer portal, over the phone, and in sales.
According to Riedl, the goal of the sales-related IT and process landscape was primarily to create more added value in sales. With the go-live in summer 2019, employees can now create campaigns, websites, or products themselves and make them available to customers. And they can do all of this independently of other corporate departments such as IT or business analytics.
EnBW also operates their own app — mobility+ — one of the largest and most popular e-mobility apps in the German-speaking market and test winner at Connect. With this app, there was a need for customer-facing action. EnBW prioritized ensuring that the app can be used to its full extent at all times and with the absolute best customer experience possible.