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50%

reduction in processing time

300

automated customer letters per month

Objectives:

  • A fully digitized end-to-end EEG process from application intake to payout.
  • Automation of around 300 customer letters per month, significantly reducing manual processing time.
  • Clear process documentation and ownership, supported by a detailed process manual and training.
  • Monitoring dashboards built in Tableau, enabling real-time insight and performance tracking.
  • Integrated complaint and callback systems to manage and respond to customer issues.
  • Optimized process models (e.g., HA Master <30kW, Meter Installation, Certification, and Network Calculation).

Achievements:

  • Processing Time: Halved for systems under 30kW (net time down 33%, customer time down 75%).
  • Automation: ~300 automated customer letters per month via Bizagi.
  • Monitoring: Tableau dashboards in active use, improving visibility and control.
  • Complaint Management: Significant reduction in high-priority complaints since the introduction of crisis management.
  • Adoption: EEG Tableau and process documentation became WEMAG standards, influencing other business units.
  • Sustainability: Agile processes with pre-filled Jira boards and trained key users in most departments ensured seamless handover.