Energie Steiermark
How Qualysoft gave Energie Steiermark the ability to improve day-to-day processes and manage customers – quickly, easily, and effectively
Key Results
Summary
Energie Steiermark needed to comply with “unbundling” rules (separating network-operator and energy-supplier workflows) while giving customers and staff a single, seamless experience. Qualysoft’s “Project Dachstein” delivered a dual-instance Aurea CRM ecosystem that links billing, Smart-Meter, ticketing and document-composition engines, plus two customer portals—providing one source of truth and fully automated service processes.
Client
Energie Steiermark AG – one of Austria’s largest electricity, gas, heat and mobility providers
Location
Graz, Austria
Industry
Energy & Utilities (Electricity, Natural Gas, Heat, Mobility)
Size
Large national utility serving hundreds of thousands of customers (exact figures not disclosed)
Services
Next-generation CRM design & implementation (Aurea CRM) Dual customer/self-service portals for grid operator and energy supplier Document-management digitalization & automated output (INFINICA) Integrated ticketing/work-flow automation Systems integration with billing (SDK.PS), Smart-Meter, middleware and third-party apps Data-quality improvement (duplicate cleanup, address verification)
Technologies
Aurea CRM WEB, INFINICA communications management, SDK.PS billing system, Microsoft Exchange server-side sync, web-service integrations, asynchronous messaging queue, middleware interfaces
Allocated Team
Multidisciplinary Qualysoft squad of CRM consultants, integration engineers, developers & QA specialists (exact head-count not published)
Cooperation period – Project duration
Multi-year engagement, still ongoing (initiated pre-go-live in the early 2020s)
Energie Steiermark had to legally “unbundle” its network-operator and energy-supplier businesses while still appearing as one company to customers. At the same time, electricity and gas branches needed to be merged under a single CRM without breaching GDPR rules.
The utility also had to give every customer—and employee—a unified view of contracts, invoices, Smart-Meter data and service tickets.
Qualysoft launched the multi-year “Project Dachstein” to replace the legacy Aurea CRM with a dual-instance, next-generation ecosystem that links portals, billing, metering and document composition. The new architecture creates one “golden record” for every customer, yet keeps grid-operator and energy-supplier data rigorously separated for compliance.
Dual Aurea CRM WEB environments (grid & supply) with a shared customer repository and role-based access
Two self-service portals that feed CRM, billing (SDK.PS) and Smart-Meter systems in real time
INFINICA document automation for paperless contracts, bills and correspondence, fully aligned with CRM data
Integrated ticketing workflow that auto-routes cases and tracks service SLAs end-to-end
Asynchronous middleware & web-service interfaces to billing, metering, Microsoft Exchange and other third-party apps
The consolidated platform became the single source of truth across sales, service and metering while slashing manual work and boosting customer satisfaction. Energie Steiermark now runs greener, leaner operations and can launch new services faster in a fiercely regulated market.
360° customer view: one login for all contracts and Smart-Meter data, plus full agent visibility
Service speed-up: automated ticket routing and self-service cut resolution times and call volumes
Paperless delivery: e-invoicing and digital document flows drive significant print and storage cost savings
Higher data quality: duplicate cleanup, address verification and “golden record” logic enable precise outreach
Regulatory compliance: strict separation of grid vs. supply data while preserving a seamless customer experience
