Background
E.ON is a global utility provider currently holding the ranking as the world’s largest investor-owned power and gas company. With a growing reputation, the organisation is becoming widely known for supplying energy safely and dependably to both homes and businesses worldwide.
E.ON Service Plus GmbH, the largest of their European bases, is responsible for the areas net, sales and service management, for all customers ranging from residential to industrial. The organisation currently provides energy to around 9 million people within Germany alone, therefore operating around 455,000 kilometres of Germany’s power lines alongside 65,000 kilometres of gas pipelines.
In partnership with Tieto, a leading IT services company based within northern Europe, Symon Dacon have proudly equipped E.ON Service Plus GmbH with a fully networked visual communications solution designed to enhance corporate communication levels. With over 18,000 business experts offering services in industry and enterprise solutions, our partner Tieto delivers product engineering solutions to a worldwide client base.
With customer numbers significantly rising and service levels becoming more challenging, E.ON expressed a strong demand for a visual communications solution capable of supporting employee’s within their fast paced environment. In order to uphold such corporate success levels, E.ON voiced their necessity for a solution capable of delivering real-time data to allocated staff members in order to provide a clear visibility of current issues, call volumes and staff availability status’ – all of which would allow staff to make more informed decisions within customer-satisfying time frames.
Michael Rosengarth, E.ON Service Plus GmbH, comments: “We believe digital Signage to be a necessity for large organisations such as ourselves – whose success is principally determined by customer satisfaction which can only be generated through excellent staff awareness.”
Through strong communications with E.ON, Tieto were able to establish the organisations exact signage requirements through workshops specifically centred on the design and configuration of displays. Once Tieto had concluded a finalised decision with the utility company, a project plan was then developed, allowing Symon to complete the installation with further contributions from Tieto regarding integrating the solution with E.ON’s current working systems.
Value Proposition
E.ON Service Plus GmbH had voiced their frustration with a former custom solution which proved incapable of extracting and delivering such crucial real-time data. Fortunately for E.ON, Symon were able to offer a fully networkable solution that could be well integrated to function alongside their current systems. Through the use of InView, our revolutionary client application, real-time business information could be distributed to employees and managers via an all-inclusive multi-media display delivered straight to specified desktops.
Due to the efficiency of the software, E.ON had requested for a total of one hundred concurrent desktop licences. In order to manage the overall look and feel of this application, E.ON also purchased Symon Design Studio, the popular software application allowing for complete display control and customisation.
In addition to InView, E.ON had also requested for an LCD display solution to deliver E.ON Service Plus content on larger wall-mounted screens located around the contact centre, displaying employee performance data, team values and overall service level rankings.
In order to achieve this, Symon equipped E.ON with 8 SDA 705’s (Symon Digital Appliance’s), capable of delivering top of the range graphics, videos and animations whilst also being fully networkable, scalable and easily manageable. There are a variety of SDAs available within the Symon product portfolio to suit any business environments and technical specifications.
Michael Rosengarth, E.ON Service Plus GmbH, explains: “Our Symon solution has integrated incredibly well within our business and has had tremendous impact on our employee performances. Service levels have significantly improved, with responsibilities being handled even more efficiently”.
In order to extract the relevant data to be displayed on each of E.ON’s chosen outputs, a range of collectors were also put into place.This includes, an ACD System (automatic call distributor) extracting data relating to customer contacts and service levels. Our solutions are able to fully network with this collector in order to portray data through a visibly aesthetic format. An ODBC Collector (Open Database Connector) was then used to pull information from an E.ON database to then synthesise into a usable format. This was also incorporated with Symon in order to translate real time data for InView. Symon Enterprise Server Version 11 was also used to interact with both collectors and Symon outputs to allow for the smooth running of data collection and delivery.
Business results
E.ON Service Plus GmbH are now effectively utilising Symon in order to significantly improve the transportation of data amongst employees, which in turn, will reflect on capabilities and on overall business performances. Real-time data is efficiently being collected, synthesised, and distributed to a number of outputs in order to ensure that all employees remain aware of current issues, performance levels, agent availability levels, call volumes, company values and also any general updates – all of which will encourage higher success rates for the global utility provider.
VELUX Deutschland GmbH