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Review of the IBM Web Take-Off - Part 2: Customer Service Center Portal ENSO AG

presented in the course of the event, representatives of the TwentyOne AG, Hagen and Gerd Ziemer Zülsdorf, before using the case example of ENSO Energie Sachsen Ost AG to implement a portal solution for their customer service center.

ENSO strategically relies on a portal solution for its customer service center, on the one hand the efficiency of their advice to improve and thus be more consistency in customer satisfaction. In energy, it is the ENSO AG and its employees with many different partners to do. There is both a wide range of external partners, as well as many different network operators and suppliers. This leads to an extremely complex system of relationships, which hinted at without the help of advanced software solutions for the employees only with difficulty and treat.'s

therefore developed ENSO a vision and derived objectives from a business perspective and employee perspective.

objectives from a business perspective:

• single access point to business processes
• collation of information
• simplification of processes
• avoid media breaks
• reduce system steps

goals for employee preview:

• common interface and intuitive operation
• High user acceptance
• value to daily work

So summary, a system for various applications that staff supports optimal.

has been in collaboration with the TwentyOne AG made an evaluation of the various portal solutions and compared in particular the SAP Enterprise Portal and the IBM Websphere portal. In particular it was knocked off, which can accomplish the objectives of the portal solution ENSO AG best. That process ultimately went Websphere emerged as the winner.

In the so-called Dresdner model then IBM, and TwentyOne SNS establish in cooperation with the ENSO AG the structure and functions of the portal. If ENSO is one today pleased to read the result because the achievements are impressive:

• common interface
• 360 degree view of customer information through a single search query
• reducing the training effort
• process acceleration
• increase Endbearbeitungsquote the Customer Service Center

This led to the fact that the quality of customer service to increase could not and therefore the complete satisfaction of customers has increased with the quality of service and continues to increase.

The presentation of the lecture can be found here.