Success Story

Stadtwerke Münster

Unique customer view through consolidation of data sources.

Creation of a standardized customer view by merging different sources
Creation of a central hub for customer master data
Increase in data quality

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Story

Stadtwerke Münster attaches great importance to the quality of its data. Due to the need for centralized management and processing of customer master data, there is a desire to ensure a uniform customer view and to integrate data from different sources.

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Solution

As part of a proof of concept, Stadtwerke Münster implemented the Customer Data Hub (CDH), which meets the requirements of creating a uniform customer view and significantly improving data quality by identifying and correcting error-prone entries.

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Success

The Customer Data Hub impressed with its transparent presentation of data problems and provided valuable insights for improving data quality. It facilitates work through central data storage and is to be used company-wide to ensure high data quality and better customer relationships.

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„The Customer Data Hub acts as a central hub for managing and processing customer master data. All relevant information flows together clearly here. A perfect tool for identifying and eliminating weak points.“

Britta Becker, Stadtwerke Münster

„The cooperation with Uniserv has shown us how simple the topic of 'uniform customer view' can be. Customer master data is brought together from a wide range of different systems and made available for processing in a clear manner.“

Dominik Bleckmann, Data Analytics, Stadtwerke Münster

Britta Becker, Stadtwerke Münster

Dominik Bleckmann, Data Analytics, Stadtwerke Münster

On the way to centralized customer data management.

#STORY

Stadtwerke Münster has been closely associated with Münster and its inhabitants for over 120 years. Starting out as the municipal gas, electricity and water works, Stadtwerke has been supplying the city since 1901. With more than 1,400 employees, the municipal company, which is wholly owned by the city of Münster, plays a central role in implementing the energy and mobility transition. Its business areas are energy and water supply, electricity generation, mobility and fiber optics.

The topic of data quality is particularly important at Stadtwerke Münster. Stadtwerke employees are aware of the relevance of data quality and know how important customer master data of an appropriate quality is for the company's public image. However, manual processing is always an error-prone method through which errors can find their way into the systems. It is important that a system identifies the weak points and that employees can take direct countermeasures.

In addition to the desire for a system to manage and process customer master data, the IT infrastructure at Stadtwerke is currently under review, including an upcoming switch to a new CRM system in the future. This upcoming system change has also led to special attention being paid to customer master data. By merging different business areas and the master data available there, the need for a uniform customer view has increased.

The aim was to create a central location to manage, prepare and process customer master data; this cleansed data should also be able to be enriched from external sources. The Münster-based energy supplier set out to find a solution that could serve as a central hub for customer master data from different systems.

Outlook: Centralized data management with Customer Data Hub.

#SUCCESS

Overall, the POC leaves a more than positive impression. The project was handled smoothly. The challenges faced by Stadtwerke Münster were presented very clearly for processing. In addition, further data issues have already become apparent in the POC, which Stadtwerke Münster will deal within the follow-up.

The project quickly made it clear that the issues of data quality and data protection need to be considered together. It also became clear that the relationship that the municipal utilities have with their business partners is very relevant for an overview of the customer master data. The extensive data analyses presented this information clearly and were therefore very helpful.

The CDH acted as a control center for the data in the POC. The data was loaded into the hub from the various systems of the municipal utilities and could be analyzed and processed there. The CDH therefore makes work much easier. On the one hand, the tool provides a direct insight into the data. Secondly, employees no longer have to go to the individual systems to obtain evaluations.

In the follow-up project, the CDH is to be extended to all municipal utilities. It has not yet been decided which systems will be connected. A large number of systems are in use at Stadtwerke Münster. These will almost certainly include SAP for Utilities, the new CRM system and transport and subscription systems. Other systems can also be integrated into the CDH in the future if required.

At Stadtwerke Münster, these were the most popular CDH functions:

Consolidation of data from the various systems

Clear presentation of business partners and their typification

Dashboard and monitoring

In general, Stadtwerke Münster sees great added value in the high data quality that is ensured with the CDH. This plays a central role, particularly in view of the fact that the diversity of customer data is constantly increasing and numerous new source systems are being added at energy suppliers.

To summarize

Stadtwerke Münster faces the challenge of managing customer data centrally

Customer Data Hub (CDH) supports the optimization of customer data management and data quality

CDH's Proof of Concept (POC) clearly shows data problems and provides valuable insights into data quality.

CDH is to be extended to the entire company, offering functions such as data merging and cleansing, name analysis and a clear dashboard and monitoring.

Improved data quality leads to better customer service and customer relationships, strengthens reputation and provides valuable added value in the rapidly evolving energy industry.

Stadtwerke Münster

Unique customer view through consolidation of data sources.

On the way to centralized customer data management.

Optimization of customer master data with the Customer Data Hub.

Outlook: Centralized data management with Customer Data Hub.

To summarize

About Stadtwerke Münster