From seven different billing systems to one app in your pocket

A district heating leader in Western Pomerania

Szczecińska Energetyka Cieplna (SEC), part of the E.ON Group, is the largest distributor of district heating in the Western Pomerania region. The company serves residents of Szczecin and customers in other regional cities. SEC provides district heating to households, businesses and public institutions. Over the years, the SEC Group has grown steadily, consolidating the resources, systems and processes of other district heating companies.

Modern customer service in the digital era

SEC’s rapid growth through acquisitions of smaller heating companies also led to technological fragmentation. The group’s companies operated on different billing systems, lacked integration between platforms, and data flows required manual work. This made it impossible to manage processes in a consolidated way or provide efficient service to a growing customer base.

At the same time, customer expectations had evolved. Accustomed to mobile banking and e-commerce, clients wanted 24/7 access to invoices and settlements, quick mobile payments, and the ability to handle matters without visiting a service office or calling a helpline.

The COVID-19 pandemic was a turning point. Closed customer offices and limited phone contact revealed that traditional channels were no longer sufficient for over 34,000 payers across the region.

SEC needed a solution to unify the systems of all group companies, enable customers to manage their accounts online and via mobile app, and scale as the company continued to grow.

Asseco Data Systems was chosen as the technology partner due to its long-standing relationship and deep understanding of SEC’s business. Cooperation began in 2004–2005 with the phased implementation of the Kom-Media billing system across the group, which made it possible to standardise data and billing processes.

Over two decades, the system evolved alongside SEC’s needs, becoming a stable foundation for serving tens of thousands of customers across the region. When the time came for the next step in digital transformation – the implementation of modern customer service – the choice of partner was clear.

In the latest project, Asseco Data Systems proposed a necessary upgrade of the Kom-Media billing system, along with the implementation of eBOK and mBOK systems to meet rising customer expectations for digital service.

Customer service digitalisation: from web portal to mobile app

Asseco Data Systems delivered an integrated suite of solutions:

• eBOK – an electronic customer service portal accessible via web browser, offering 24/7 access to invoices, settlements, consumption history, correspondence, and online case submission without the need for phone calls or visits
• mBOK – a mobile application integrated with eBOK, providing the same functionality optimised for smartphones
• Kom-Media – a unified billing system for all SEC companies

The project began with requirement analysis for eBOK and mBOK and the modernisation of Kom-Media. In the next stage, the mobile app was developed, and the new eBOK portal was launched. Then, the system was integrated with payment services, underwent security testing, and was made available to users. The final rollout of mBOK took place in Q1 2025.

Close cooperation between Asseco and SEC’s IT and security teams ensured a solution combining user convenience with the highest data protection standards. mBOK operates as a multi-application with a central Asseco hub managing security and configuration for all platform users.

Standardising systems across the group reduces IT maintenance costs, enables consistent service quality for all customers, automates processes, and shifts traffic from expensive service channels – such as call centres and customer offices – to cost-effective self-service online and mobile channels.

The new platform is ready to accommodate future growth without the need for additional infrastructure investments or expanding customer service teams.

Collaboration with Asseco has enabled SEC to successfully digitalise and integrate its customer service processes. Importantly, by launching a mobile customer service office, SEC has joined the ranks of pioneers in Poland’s heating sector offering mobile self-service to their customers.

Automation of customer service and reduction of operational costs

For SEC customers:

• 24/7 service anywhere – access to invoices, settlements, and consumption history via browser or smartphone without calling or visiting an office
• Instant payments – immediate mobile payment processing
• Self-service without queues – online case submission and correspondence without waiting on a helpline

For SEC:

• Reduced service costs – automation and migration from costly channels (phone, service offices) to self-service
• Unified service standards – consistent processes and quality across all group companies