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Appian > 实例探究 > 简化运营并提高客户满意度:波恩 Stadtwerke 案例研究
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Optimizing Operations and Boosting Customer Satisfaction: A Case Study on Stadtwerke Bonn

技术
  • 分析与建模 - 过程分析
  • 传感器 - 电表
适用行业
  • 矿业
适用功能
  • 销售与市场营销
用例
  • 高级计量架构 (AMI)
  • 租赁金融自动化
服务
  • 系统集成
挑战
Stadtwerke Bonn 面临着降低运营成本同时提高客户满意度的挑战。他们需要精简高效的内部流程来支持持续改进。
关于客户
Stadtwerke Bonn 是一家位于德国波恩的公用事业公司。他们为居民提供天然气、电力和水服务,旨在通过卓越的客户服务提供公平且气候友好的能源。
解决方案
Stadtwerke Bonn 实施了 Appian Process Mining 来识别和解决其从仪表到现金工作流程中的问题区域。他们使用 RPA、IDP 和 Appian 平台的其他自动化功能优化了合理性检查和自动化手动任务。他们还将流程挖掘控制集成到内部控制系统中。
运营影响
  • With the help of Appian Process Mining, Stadtwerke Bonn was able to identify and address process inefficiencies. This resulted in more efficient workflows and time-saving automation that optimized operations, reduced costs, and boosted customer satisfaction. The company was able to automate manual tasks, increase the automation involved in creating settlements and documents, and make changes to external systems such as SAP quickly. This data-driven insight allowed Stadtwerke Bonn to discover new value opportunities and improve their overall operational efficiency.

数量效益
  • Identified that 75% of plausibility checks were unnecessary, accounting for up to 571 working days in M2C operations.

  • Processed 367,000 total meter readings leading to invoices between January 2020 and April 2021.

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