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SVO Vertrieb GmbH
Digital customer communication in energy sales with Make Enterprise and Zendesk
SVO Vertrieb GmbH is a regional energy supplier in northeastern Lower Saxony and, together with CUN Celle-Uelzen Netz GmbH, is part of the SVO Group. As part of the Avacon/E.ON network, SVO pursues a clear digitalization strategy with the goal of making customer services more efficient, transparent, and user-friendly.
Key facts about SVO
Industry: Energy supply (electricity, gas, heat, fiber optics, water)
Target audience: Residential and business customers in the Celle-Uelzen service area
Company size: Regional utility with approximately 250,000 customers
The starting point
Expectations for digital services in energy sales have risen significantly in recent years. Tasks that customers can handle themselves should be accessible via mobile devices, at any time, and without waiting on hold. Where personal consultation is required, all relevant information must flow seamlessly to customer service.
Together with atlantis dx, SVO defined two central components of its digitalization strategy: Zendesk as the work environment for customer service and Make Enterprise as the middleware and integration layer for automation and data exchange.
Zendesk as a customer service workspace
As a Zendesk Premier Partner, atlantis dx implemented a centralized customer service platform at SVO that automatically converts incoming inquiries from the website contact form or via email into structured Zendesk tickets. This gives the service team a complete overview of all customer issues, enabling them to handle inquiries more quickly, transparently, and with a greater focus on service.
Make Enterprise as a middleware and integration layer
Using Make Enterprise as an overarching automation platform, SVO digitizes and connects business-critical processes across system boundaries. Data is automatically exchanged between digital customer channels and internal systems, reducing manual effort and shortening processing times.
SVO already processes meter reading notifications fully automatically as a self-service use case. In the next phases of expansion, additional processes such as changes to advance payments, as well as contact and master data changes—for example, when an IBAN changes—will be integrated. This creates, step by step, a seamless, digital customer journey with a high degree of automation.
Make Enterprise creates a clear decoupling between the website in its role as a digital customer channel and the internal core systems.
Automation of kVASy in the energy sector
Since many energy providers work with legacy system landscapes that offer only limited integration options in the ERP domain, atlantis dx developed a powerful middleware solution based on Make Enterprise. By integrating the established ERP system kVASy into the modern automation platform, SVO has created a key prerequisite for the digital transformation of its service processes.
Clarity in customer service
"Make Enterprise and Zendesk integrate seamlessly for us: Tasks that customers can handle on their own are managed through the help desk and app. Issues that require assistance are routed to Zendesk with a complete overview. This is exactly the kind of transparency we were missing before."
Viktor Lüders
IT Requirements Management at SVO Vertrieb GmbH
SVO and atlantis dx: From strategy to successful implementation
In joint workshops, we prioritized the most important use cases and implemented them step by step. On the Make side, we started with core self-service features; on the Zendesk side, we began with the most critical customer service processes. The collaboration continues as part of ongoing support, with new use cases being added and optimized iteratively.
Results and outlook
- Significant reduction in customer service workload, as common issues are resolved directly online
- A comprehensive overview in Zendesk, with all relevant information included in the ticket
- Reusable building blocks in Make that serve as the foundation for further digital products
- Future-proof architecture for the next steps in SVO digitalization
- More time for personalized consultation where customers truly want it
Digital solutions seamlessly integrated
“With atlantis dx, we didn’t just get individual features—we got a service platform and an integration layer that work together and will scale with our future plans.”
Viktor Lüders
IT Requirements Management at SVO Vertrieb GmbH
Get started on your customer service project with atlantis dx today
Do you already know exactly what you want to implement, or do you still need advice? We look forward to hearing from you!
