Internet Customer Service Office
at ENGIE EC Słupsk from Asseco

Internet Customer Service Office
at ENGIE EC Słupsk from Asseco

ENGIE EC Słupsk, in cooperation with Asseco Data Systems, has launched its electronic Customer Service Office (eBOK). This enabled remote exchange of information between the company and its customers. Remote access to measurement equipment readings and an electronic list of invoices for district heating services provided by ENGIE EC Słupsk has been introduced.

ENGIE EC Słupsk is one of seven companies in the ENGIE Group that has been supplying heat to the residents of Słupsk and the surrounding area for 40 years. The company has been improving and enhancing the customer service process and implementing new solutions enabling remote information exchange. Having in mind the welfare of customers and employees, and in view of the persisting threat posed by the coronavirus pandemic, the Company has implemented a solution offered by Asseco Data Systems. The implementation of eBOK, i.e. Electronic Customer Service Office, facilitates communication with heat consumers and provides access to information on services provided by ENGIE EC Słupsk, including a list of agreements, invoice register, and meter reading history.

“The ongoing pandemic has completely changed the way we work. Out of concern for our employees and clients, we have limited personal contact and all matters are handled by email or telephone. We are aware of the changing expectations of our customers and the growing role of digitization, so we have decided to modernize our service by implementing eBOK from Asseco Data Systems. This electronic and fully remote customer service office has responded to our needs; consequently, we have improved communication, optimized work and provided our clients with easy access to data – parameters, analyses and invoices. What is more, via eBOK, our customers may report problems with the services they receive from us, as well as submit various types of requests, which are forwarded to employees responsible for their handling and implementation, and we inform the customers of their outcome on their individual account in the system,” said Agnieszka Jeziorska, President of the Management Board of ENGIE EC Słupsk.

The next stage of the system modernization will be implementation of ePayments, which will enable efficient payment of issued heat invoices using the eBOK system and the Przelewy24 portal.

As part of the project carried out for ENGIE EC Słupsk, we have implemented solutions that improve the quality of service and ensure the safety of customers and employees. Thanks to eBOK each of the service recipients has a possibility of remote, real-time preview of data constituting the basis for their settlements, and may control the compliance of electronically transmitted readings from their measurement devices. Together with eBOK system, we have provided a tool for graphical analyses, which clearly shows the heat energy consumption in individual locations, which facilitates taking both business and purely ecological decisions. A new replication system was used for the purposes of the company’s customer database, thanks to which the payer’s data are made available to the eBOK system only at the moment when the payer logs in to his/her account. After the customer logs out, the data is deleted from the Internet zone. This solution allows to limit the amount of stored information, which undoubtedly increases the already high level of security” said Robert Walicki, Director of Municipal Solutions Division at Asseco Data Systems.