CRM energy management for Stadtwerke Wolfhagen

Stadtwerke Wolfhagen Modernizes Customer Management with AEP.EnergySuite from Arvato Systems

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Stadtwerke Wolfhagen GmbH, a regional energy supplier with its own wind and solar parks, was looking for a future-proof CRM solution to digitize its customer communication. Working closely with Arvato Systems, this resulted in a joint project with a model character: the introduction of the CRM industry solution AEP.EnergySuite, based on Microsoft Dynamics 365, and tailored to the energy industry requirements, can be flexibly expanded and provides a holistic view of customers. The solution has been in use since July 2025 - the result of a partnership of equals.

Advantages

Transparency thanks to a 360-degree view of customers

Standardization and digitalization of customer service processes

AI-supported assistance in customer service

Improved customer support & faster response times

Flexible expandability & modular design

Quick introduction thanks to AEP.EnergySuite Standard product

Establishment of a standard interface to the NTS.Suite (Wilken ERP system)

Thanks to the CRM solution, we have a fast, structured, and team-wide overview of customers.

Martin Kreutz | Head of Energy & Services

Stadtwerke Wolfhagen GmbH

Project Overview

Initial situation

The Stadtwerke Wolfhagen form their customer service processes in the NTS.Suite, the Wilken Software Group's ERP system. Structured tracking and documentation of customer concerns was only possible to a limited extent, however. There was a lack of transparency regarding processing statuses, communication processes, and responsibilities, especially with the high email and telephone load at the turn of the year.

Vision

The aim was to create a digital 360-degree view of the customer within a central system. Employees were to have access to complete customer data and all communication processes at all times - across all channels and media. The aim was to make customer communication more professional, transparent, and faster, and to relieve the burden on customer service sustainably.

Solution

Jointly with Arvato Systems, the AEP.EnergySuite module "Omnichannel Customer Service" and connected via a newly developed standard interface to the NTS.Suite. Data migration and training workshops followed the conclusion of the contract. The system has been in productive use since July 2025 and is being continuously stabilized and further developed together with the municipal utilities, with Wolfhagen actively participating as a pilot customer.

Our Services

Implementation of the AEP.EnergySuite
Creation of a standard interface to the NTS.Suite from the Wilken Software Group to enable automated exchange with the ERP system used by Stadtwerke Wolfhagen
Smooth connection to the existing system landscape of the municipal utilities
Workshop & employee training
Agile further development: Ongoing adaptation of the solution together with the customer

Outlook

The telephone integration directly into the CRM establishes an additional communication channel and thus accelerates the automation of customer concern recording.
Processes such as meter reading should be automated and integrated in a channelized manner—goal: Front-office activities completely in the CRM, without parallel systems.
The solution is to be rolled out as standard for other Wilken customers - high scaling potential for other municipal utilities.

The Case at a Glance: Introduction of a Central CRM System for a 360° Customer View and Better Service Processes

AEP.EnergySuite is used as the central CRM platform at Stadtwerke Wolfhagen. The Microsoft Dynamics 365-based solution precisely maps the specific requirements of the energy sector. The data model provided for utility companies also allows all relevant information to be managed efficiently.

Vision

Central customer file
Integrated ticketing
AI-supported communication
Office integration

Solution

Unified access to all customer information
More efficient processes
Further development in partnership

About Stadtwerke Wolfhagen

Stadtwerke Wolfhagen GmbH is a regional energy supply company in the Wolfhager Land region. In addition to supplying electricity and heat, they operate their own wind and solar power plants and attach great importance to security of supply, sustainability, and regional ties. Its service offerings are aimed at end customers, households, and companies in the region; digital services include the customer portal, meter reading procedures, SEPA mandates, online documents, and customer communication by email or telephone. Stadtwerke Wolfhagen strives for continuous modernization and customer orientation.

To the company website

Further Information on CRM for the Energy Industry

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