Controlling in Market Communications
Customer Company Size
Large Corporate
Region
- Europe
Country
- Germany
Product
- ARIS Process Performance Manager
- MashZone
- SAP IS-U
Tech Stack
- ARIS
- SAP
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Cost Savings
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Analytics & Modeling - Process Analytics
Applicable Industries
- Utilities
Applicable Functions
- Business Operation
- Quality Assurance
Use Cases
- Process Control & Optimization
- Supply Chain Visibility
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Süwag Kundenservice GmbH is a subsidiary of Süwag Energie AG, a joint-stock company with municipal shareholding with headquarters in Frankfurt. The grid area of the energy service provider and its subsidiaries is distributed across four states in southern Germany: Hesse, Baden-Württemberg, Rhineland-Palatinate and Bavaria. Süwag Kundenservice GmbH provides process services for distribution and grid network processes. More than 300 employees focus on call/billing processes as well as market communications. The IT department at Süwag provides the systems and applications. The Süwag Group has more than 100 years of experience in the energy industry. Formed by the merger of four independent energy companies in 2002, the group is characterized by a very strong presence in its regions. Süwag is represented there by its own locations and service centers, where customers have access to employees as personal contacts. Süwag Kundenservice GmbH is an important component in the service-oriented handling of Süwag customers.
The Challenge
The market communications department at Süwag Kundenservice GmbH processed more than 23 million messages in EDIFACT format in 2011 alone. The company wanted to improve process controlling with greater transparency and more detailed key performance indicators. This would enable the company to better analyze processes when disruptions occur, deadlines are set or when incoming and outgoing messages need to be checked. The solution needed to incorporate requirements from the market communications, supply management and accounts payable management departments. This would ensure all customers could be enrolled in a timely manner by the supply management department, guaranteeing the processing and handling of supplier change processes and ensuring that contract confirmations and budget billing plan notifications to Süwag Kundenservice GmbH customers are sent by defined deadlines.
The Solution
ARIS Process Performance Manager and MashZone were used as controlling instruments to achieve the market communications controlling objectives for Süwag Kundenservice GmbH. IDS Scheer Consulting collaborated with Süwag Kundenservice GmbH to develop a custom process control system for market communications using ARIS Process Performance Manager and MashZone. This process control system maps all associated processes in market communications. It gives users a permanent insight into the status of every process. Right from the start, individual measuring points were defined for the processes in group workshops. These provide the values needed for controlling the services performed. Mapping the current status of all incoming and outgoing messages enables the company to identify flawed messages, missing confirmations or answers and react quickly to possible process disruptions.
Operational Impact
Quantitative Benefit
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