Microsoft Dynamics 365 at OGE

OGE, headquartered in Essen, is one of the largest transmission system operators for gas in Germany, with a pipeline network of around 12,000 kilometers. With 1,450 employees, the company ensures the marketing of gas transport capacities and the pipeline system's operation, maintenance, and repair. In addition, OGE controls and monitors the network and storage stations as well as the further development of the transmission networks based on national network development plans.

As a critical player in the energy transition, OGE Germany is working on the energy mix of the future: With its long-term strategy of 2030+, OGE is preparing the pipeline network and the numerous compressor stations for new molecular energy sources.

Project Overview

Ausgangssituation

Das bestehende CRM-System wurde von den Mitarbeitern der OGE aufgrund seiner Komplexität kaum genutzt, stattdessen verwendeten die Fachabteilungen z. T. eigene CRM-Lösungen oder lokale Ablagesysteme.

Es bestand keine Integration der CRM-Daten in vorgelagerte Systeme wie dem Vertragsmanagement oder auch Standard-Anwendungen rund um Microsoft Office 365.

Die vielen Datenquellen und -prozesse ließen keine 360-Grad Sicht auf den Kunden zu.

Vision

Das primäre Ziel des Projektes war es, eine einheitliche Datenbasis zu schaffen, die Prozesse aus den unterschiedlichen Fachbereichen zu vereinheitlichen, zu optimieren und in diesem Zuge die Bestandslösung durch Dynamics 365 zu ersetzen.

Die neue CRM-Anwendung sollte skalierbar und flexibel die Zusammenarbeit über Teams und Abteilungen hinweg unterstützen und erleichtern.

Solution

The required solution was developed and deployed closely with OGE using an agile project approach based on the standard Dynamics 365 Sales, Service, and Marketing applications. The focus was on quickly achieving functional features while considering individual customer requirements. The solution integrates perfectly with the existing software environment, especially with Microsoft solutions such as Excel, SharePoint, Power BI, etc. OGE can draw from numerous product synergies. As a result, a high level of user acceptance was achieved at the same time.

Customer Benefits

With Microsoft Dynamics 365, a SaaS model (Software-as-a-Service) is used, with which OGE benefits from predictable and flexible platform costs. All customer-relevant data is made available transparently to all users, which promotes collaboration and enables a better view of the customer, thus increasing customer loyalty. Due to the constant feedback from the business department during the agile project, high user acceptance was achieved.

Optimization of business processes

Transparency across all departments

Integration into existing work processes and tools

Reduction of maintenance costs by using standards according to the LowCode or NoCode approach

Scalable and highly available infrastructure

Increase in security