Data Dictionary and Multi-Channel Document Exchange: StreamServe® enables utility titan to energize its customer relations

| Case Study - E.ON Energy INDUSTRY • Utilities StreamServe® enables utility titan to energize its customer relations AT A GLANCE It has become imperative for energy suppliers to personalize their Client customer service if they want to remain competitive. That’s the E.ON Energy has 25 million customers reason is:energy employs StreamServe Utilities™ for E.ON Energy throughout Europe, making it the AG. With StreamServe Utilities, E.ON is assured of effective largest private energy company in the world. customer communication from its SAP® R/3 system. E.ON Energy, based in Munich, Germany, is the world’s largest private energy supply company, providing 25 million customers with electricity, gas, and water Challenge through its subsidiaries and associated companies around Europe. is:energy GmbH To print simultaneously from different Information Services is a joint venture between E.ON Energy and Cap Gemini Ernst SAP modules while maintaining & Young. the corporate identity for E.ON is:energy is the leading IT services provider for the energy industry in Germany, and subsidiaries, and pre-sort electricity is a Certified Customer Competence Center of SAP AG for the entire E.ON Energy bills. Group. When is:energy started on the E.ON project, the SAP experts pointed out that SAPscript wasn’t sufficient for the generation of customer-friendly documents Solution from SAP IS-U/CCS. An additional business communication solution StreamServe Utilities seamlessly was necessary. integrates with the SAP R/3 StreamServe Utilities opens new channels of communication environment to provide personalized, The application must seamlessly integrate into the IS-U/CCS environment, multi-channel, multi-format document and enable simultaneous printing from different SAP modules. Because the creation and delivery capabilities. development tool was to be employed for various E.ON subsidiaries, it also had to satisfy the different corporate identity requirements. There was a need to Results support graphical elements such as logos, lines, and shading, along with numerous Improved customer service through typefaces and bar codes. comprehensive and customized Furthermore, the application had to be capable of pre-sorting the electricity documents; increased opportunities bills according to postal code or mail distribution centers, while simultaneously for marketing to customers, and controlling mail processing paths. Performance specifications also included linking considerable cost and time savings to the IXOS archive system. associated with generating business documents. When is:energy compared five SAP certified forms development tools, StreamServe Utilities came out on top. Two key features were the Data Dictionary and the Multi-Channel Document Exchange. The Data Dictionary facilitates integration of the data stream fields into the forms. The Multi-Channel Document Exchange provides the option of sending documents via a variety of channels in numerous formats, including print, fax, email, XML, PDF, Internet, SMS, and many more. These newer communication channels will soon overshadow traditional mail at E.ON. >> ‘‘ E.ON ramps up quickly The integration of StreamServe Utilities with SAP R/3, IXOS was free of problems and took half a day. The first live use of StreamServe Utilities took place several With StreamServe few months later for a customer with 50,000 energy meters. Further migration of Utilities, the energy SAPO RIVA to IS-U/CCS with StreamServe Utilities followed at subsidiaries of the supplier can generate newly formed E.ON Bayern AG. Currently, E.ON Deutschland reaches 2.5 million customers with SAP IS-U/CCS and StreamServe. many more documents StreamServe Utilities enables a number of energy suppliers to energize their in a much shorter time. customer relationships by providing customer friendly, easy-to-understand Thanks to StreamServe documents. For private customers, tariff offers or general consumption, statistics can be printed on the bill. For special contract customers and large customers, Utilities, you are able to features such as noting peak load times can be printed. react faster and more “Thanks to StreamServe Utilities, E.ON Energy AG can provide their customers flexibly to customer with comprehensive and customized electricity bills, letters of introduction, and requirements.” notification of changes from SAP R/E,” said Joachim Sendner, Basis Support Area Manager at is:energy. - Rudolf Faatz, Lettershop Area Manager, StreamServe Utilities allows energy companies to promote customer loyalty; the is:energy Information Services output form is the energy supplier’s business card. And it delivers considerable savings in time and money. “With StreamServe Utilities, the energy supplier can generate many more documents in a much shorter time,” said Rudolf Fraatz, Lettershop Area Manager at is:energy. “Thanks to StreamServe, you are able to react faster and more flexibly to customer requirements.” Bringing Documents to Life StreamServe®, the StreamServe logo, StreamServe EDP, “Bringing Document to Life?”, StreamServe Utilities, StreamServe Banking, StreamServe Insurance, and StreamServe Supply Chain are all trademarks of StreamServe Inc. Some software products marketed by StreamServe Inc. and its distributors contain proprietary software components of other software vendors. Other marks are trademarks or registered trademarks of their respective holders. ©StreamServe Inc. 2009.