About Vattenfall Eldistribution

Vattenfall Eldistribution AB distributes electricity to more than 900,000 companies and private individuals through its electricity network, which must meet the needs of network capacity, electricity and supply quality. Vattenfall Eldistribution operates a critical infrastructure for our society. Its mission is to maintain, operate and, if necessary, expand a safe, reliable and efficient electricity network at a lower cost for the consumer. The goal is to be the most reliable and customer-oriented electricity company and, at the same time, offer its customers intelligent energy solutions.

Collaboration

LEKAB/21st has collaborated with Vattenfall Eldistribution since 2001 regarding mobile messaging services to streamline and improve internal processes and customer communication in the event of power outages, planned or unforeseen.

Challenges

As part of being a customer-oriented company, Vattenfall desired to communicate more efficiently with the customer in the event of, for example, an unforeseen power outage to avoid customer service being overloaded. There was also a need to communicate faster internally and externally with various stakeholders for examples system administrators, electrical installation contractors etc.

In addition, Vattenfall also wanted the users to work in a common user interface for a uniform work process, where power outage information can be registered and updated in the network system and the customer pages on the web. In addition to the possibility of sending quick SMS to get the recipient's attention, Vattenfall needed to publish information in multiple channels such as web, e-mail, IVR but also in Swedish Radio's OJJE system for quick information via media and the support system Susie. 

Solutions

The solution consists of several communication services, including a website function with a link to an online map with updated power outage information. Vattenfall's messaging solution is customised and implemented in the Vattenfall's system environment. Vattenfall Eldistribution has received a long-term and viable solution where Vattenfall's pain points and needs are resolved and fulfilled. The overall goal was to reduce incoming calls to customer service, in order to be perceived as customer-oriented and easy to deal with by the end-customer.