Stadtwerke Gießen (SWG) has launched a new online customer portal. It is easy to use and will bundle all of SWG's services on a single digital platform in future.
Energy, drinking water, swimming pools and local transport - as a classic cross-linked company, Stadtwerke Gießen (SWG) provides municipal services of general interest in many key areas. This comprehensive range of products and services from a single source is now also reflected in SWG's new customer portal, which recently went online.
Particularly noteworthy: the new portal was developed in close co-operation with specialists from Germany's second largest software company and other municipal utilities. This co-operation has two decisive advantages: Because all partners can access the same basic modules, costs are reduced. "But at least as important is the fact that we can now finally launch a solution that makes it much easier for our customers to get in touch with us," says Ulli Boos, Head of Marketing and Communication at SWG. In particular, the fact that employees from other municipal utilities are involved in the project alongside the company's own experts is invaluable. After all, every company gains experience that enriches the development process and ultimately ensures a better end product.
One account for everything
For many years now, SWG has made it possible to utilise various services and offers online. For example, the former customer portal was available in its second, renovated version for reporting meter readings or moving house. Bathers can buy tickets online on the Giessen swimming pools website. "Previously, separate platforms from different providers were used for this," recalls Ulli Boos. As a result, different portals were created. And customers had to create an account on each one.
This is exactly what will end in the foreseeable future. As a first step, SWG transferred its online service from its old portal to the convenient new portal. "We made this move as simple as possible for our customers, but at the same time as secure as necessary," adds Ulli Boos. Anyone using the existing portal has received an email with a registration link. One click completes the switch. For security reasons, the system only asks for the customer number and prompts the user to enter a new password. Like its predecessor, the customer portal can be accessed via the SWG homepage or directly via the following URL: https://kundenportal.stadtwerke-giessen.de
Revised self-service
SWG has used the introduction of the new portal to improve the existing self-service. In addition to the frequently used options, such as reporting meter readings, changing address, bank details or budget billing amounts or viewing contract details, the new platform scores points with a meter reading history including a comparison chart. "We will also be changing the process with our online invoices," announces Ulli Boos. Like all other important documents, they will end up in a personal mailbox. Whenever a new document arrives here, the system automatically sends a corresponding message.
Just the beginning
The scope of the new customer portal will be gradually expanded. However, SWG's principle for further development is: stable and secure function before speed. The experts at SWG are currently working on transferring the Giessen swimming pools' ticket shop to the new portal. Once this has been completed, further modules will gradually follow.