Energie Steiermark
Comprehensive CRM System
How Qualysoft gave Energie Steiermark the ability to improve day-to-day processes and manage customers in the CRM, quickly, easily and effectively
Energie Steiermark needed to separate network-operator and energy-supplier workflows while giving customers and staff a single, seamless CRM experience.
Energie Steiermark had to legally separate 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.
Qualysoft’s “Project Dachstein” delivered a dual-instance 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.
The platform also had to give every customer and employee a unified view of contracts, invoices, Smart-Meter data and service tickets.
Key results
- Central 360° customer repository unifies all energy & grid data
- Ticket-routing automation speeds resolution and raises service quality
- Paperless document composition + e-delivery generate major cost savings and support green-IT targets
- Self-service web portals give every customer one login for all contracts, bills and Smart-Meter data
- Duplicate cleanup and address-verification processes lift data quality for targeted outreach
Qualysoft solution
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
Business Outcomes
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
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