More services at the new location
The new SWG customer centre is currently being built on Marktstraße.
Open, modern, welcoming – these are the qualities that set the new SWG customer centre apart, which Stadtwerke Gießen is currently setting up in a central location just a few steps away from its old premises. In fact, SWG is using the premises of the former specialist shop ‘Lich am Markt’ on Marktstraße, on the corner of Rittergasse, to offer its customers an easily accessible, state-of-the-art service centre in future. Those in charge have developed a completely new concept specifically for this purpose: “We don’t just want to open a more modern, attractive service office. We’re creating a place where people enjoy spending time, getting information and chatting,” explains Ulli Boos, Head of Marketing and Communications.
Personal, face-to-face advice
With the new SWG customer centre, Stadtwerke Gießen is bucking the trend towards the increasing digitalisation of advice and information, or reducing it to a helpline. “We want to continue to be there for our customers in person. We consider this absolutely essential in the face of an increasingly complex energy sector. Simply to be able to explain, in a way that is clear and easy to understand, what really matters,” says SWG board member Andreas Hergaß, explaining the move.
This customer-focused approach is reflected in the design of the new SWG Customer Centre. The most significant organisational change compared with the previous set-up is that there is no longer any physical separation between customer service and energy advice. “No matter what issue our customers come to us with – in future, we’ll be serving everyone in the same environment and on the same floor. Whether it’s about finding the most suitable heating system for their individual needs or explaining a bill,” reveals Ulli Boos. Naturally, the new SWG customer centre is fully accessible.
Modern technology meets a welcoming atmosphere
Naturally, SWG has equipped its new customer centre with modern technology. For example, with large screens that offer insights into the world of SWG. Or with newly developed self-service terminals, which prove to be a practical way for customers to sort out minor matters themselves – such as changing their advance payment or providing a new address. “We’re, of course, happy to help our customers with this,” promises Kevin Krempel, Head of the SWG Customer Centre. For confidential discussions, the planning team has provided individual offices at the rear of the building, separated from the open-plan area. This ensures the necessary discretion.
Maximum flexibility
The large windows and the open-plan area mentioned above, together with the harmonious, modern and functional furnishings, create a pleasant atmosphere that invites visitors to linger. “Once it’s finished, the new SWG Customer Centre will immediately catch the eye of everyone passing by,” Ulli Boos is certain. Not least, the planners have also provided for various usage options. For instance, the adaptable furnishings allow the space to be reconfigured – for presentations, exhibitions or even events, such as the popular ‘Energiewissen’ Tuesday lectures. In short, the new SWG customer centre is set to become a place where people come together.
Important to note: the Marktplatz location will remain as a hub for local transport. MIT.BUS will use the space that becomes available to further expand its services at the RMV Mobility Centre in Gießen.
The exact date for the opening of the new SWG Customer Centre has not yet been finalised. The only certainty is that the transition will take place without any closure, i.e. whilst operations continue as normal. Naturally, SWG will provide information in good time before the move.