Automated CRM Processes for Energy Suppliers Through AI

Manual meter reading, incorrect data, and slow processes. Why do we still accept this when AI has long since offered a better solution?

The energy and utilities industry is under pressure. Regulatory requirements are increasing, markets are changing, and customers expect digital services. Classic CRM systems often fail to provide the necessary support. They slow down efficiency and prevent true customer centricity. This is precisely where AI comes in. It turns isolated data into an end-to-end process that is fast, precise, and scalable. If you don't act now, you will be left behind.

CRM systems are at the heart of customer communication. But the reality is often different. Meter readings are manually recorded and transferred manually. Billing takes place in separate systems. Customer inquiries have to be assigned manually. This costs time and money. Errors are unavoidable. For decision-makers, IT managers, and sales managers, one thing is clear: without automation, the potential remains untapped.

KI turns isolated data into a continuous process.

• Automated workflows for efficient service processes

• Real-time analyses for forecasts and decisions

• Personalized offers for higher customer satisfaction

KI changes the rules of the game. Meter readings are transmitted via IoT, photo recognition, or manually by customers via email. AI recognizes and classifies the data immediately, integrating it directly into the CRM. Intelligent workflows control the entire process, from validating the data to transferring it to the billing system. Predictive Analytics provides consumption forecasts and personalized offers. This means less manual work, more efficiency, and a better customer Experience.

The initial situation is clear: the manual processing of meter reading notifications and budget billing plan adjustments is time-consuming. For example, a supplier receives around 10,000 meter reading notifications and 4,000 budget billing plan changes every year. Each report contains contract numbers, meter numbers, meter reading dates, and meter readings for electricity, gas, water, or heat. In the case of budget billing changes, details such as customer data, the desired budget billing amount, and the validity period are added. Previously, around 14,000 tickets per year were manually transferred to the core system. This led to capacity bottlenecks, delays in processing, and tied up customer service resources.

The solution: digital agents. A meter reading agent and a budget billing agent will take over the fully automated processing of these transactions in the future. They recognize and extract all relevant information, regardless of the wording in the ticket. The data is then standardized, validated, and transferred. There, it is transferred directly to the correct customer account. With a recognition rate of 99 percent, around 80 percent of the tickets generated each year can be processed automatically in the future. The agents significantly relieve the burden on customer service, both in the B2B and B2C sectors. 

This example demonstrates how AI and automation can not only expedite processes but also enhance the quality of customer interactions. Employees gain time for real service tasks, while customers benefit from faster and more precise processes.