Leading European Energy Provider: Shaping User-Centric Energy Solutions in Partnership with gridX
Discover how DPM unified requirements for a leading European energy provider's HEMS app , delivering 14 validated initiatives in just 9 weeks.
BEW
Driving District Heating Excellence through Digital Transformation and Customer-Centricity
BEW Berliner Energie und Wärme (BEW) supplies district heating for heating and hot water to approximately 700,000 homes—more than a third of Berlin’s two million homes. In addition, through its subsidiary BEW Solutions GmbH, BEW also provides locally generated heating and cooling and offers customized decentralized energy solutions. The goal: to make a significant contribution to Berlin’s climate neutrality. To this end, BEW will completely phase out coal use by 2030. By 2045, Berlin’s heat generation is to be made climate neutral*.
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Step end-to-end customer journey established as a single source of truth.
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Internal processes with over 10 departments defined and streamlined.
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Identified potentials for optimized process efficiency and improved customer experience.
The Challenge
BEW’s commitment to change stemmed, among other things, from increased competition, higher customer expectations, and growing demand. To address these challenges, BEW needed to systematically refine its service processes and position them for the future.
Partially disconnected workflows and manual steps caused internal delays and made it difficult to maintain consistently high service quality. Since team capacities could not be optimally utilized due to fragmented processes, day-to-day work was often dominated by a reactive approach. The goal of the project was therefore to enhance efficiency and transparency in order to lay the foundation for a scalable, customer-centric organization and sustainably high customer satisfaction.
The Result
The project successfully identified 15 specific potentials for optimization, mapped directly to customer pain points and the journey. Key deliverables included:
- End-to-End Customer Journey & Process Blueprint: A comprehensive representation and visualization of internal processes across 10 departments.
- Prioritized Solution Roadmap: A clear three-phase plan (quick wins, medium-term initiatives, and long-term strategic goals) that takes key timeframes into account. This provides the organization with the necessary guidance to allocate resources specifically where they will have the greatest impact.
- Target Vision Statement: A jointly developed vision for a verifiably simple, fast, and proactive customer experience where customers feel informed and well-advised at all times, establishing a strongly aligned way forward between all relevant stakeholders.
- Identified Potential Fields: Strategy clusters for improvement in "Accessibility & Self-Service," "Status Transparency," "System & Data Optimization," "Ways of Working," and "Organizational Change".
The Outcome
This project helped BEW align its processes even more closely with customer needs based on a detailed customer journey analysis and further refine those processes, which enhances the customer experience, creates scalable processes, and ensures BEW’s long-term excellence.
Our Approach
We utilized a holistic, insight-driven approach:
- Insight Gathering: We conducted 12 expert interviews with personnel from 6 different departments to capture a complete picture of all interactions, pain points, and existing tools.
- Journey Mapping: We translated these insights into an End-to-End Customer Journey and internal Process Blueprint, serving as the foundation for identifying weaknesses affecting the customer experience.
- Collaborative Ideation: In workshops with teams from digital, top-customer, and existing-customer management, we validated pain points and collaboratively developed 15 solution approaches.
- Strategic Operationalization: We systematically evaluated these ideas based on impact and effort to create a prioritized roadmap, ensuring that the team is aligned on the most critical strategic levers for growth.
*in accordance with the provisions of the Berlin Climate Protection and Energy Transition Act (EWG BIn)
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