Name
CRM for energy utilities
Automate customer service. Strengthen customer relationships.
The BSI Customer Suite unifies CRM, sales, customer service, and marketing in a single platform built for energy utilities. Automate processes with AI, integrate new energy services, and deliver personalized customer experiences, even as customer inquiry volumes continue to grow.
Leading energy utilities trust BSI Software
The BSI Customer Suite for energy utilities
✓ Data sovereignty: European platform, GDPR-compliant, and technology-independent
✓ Customer data platform: Consolidate customer data from multiple systems in a structured manner and turn it into a trusted foundation for personalized customer processes
✓ Customer loyalty: Deliver personalized customer journeys across all channels, from commodity products to new energy services
✓ Automation: AI agents handle routine processes end to end, from identifying customer inquiries and requests to straight-through processing
✓ SAP integration: Seamlessly complements existing IT landscapes with configurable connectors
Intelligence
Artificial Intelligence
BSI has already reached a place other solutions are still advancing toward. With more than 70 AI models available, we provide maximum flexibility, and agents that implement your strategies autonomously.
Intelligence
Customer Data & Insights
Your customer data is very valuable. But only if you understand what it can tell you. Create meaningful analyses and use the results right away for successful customer engagements. In real time.
Processes
Customer Experience
Serve multiple customers at the same time, and yet, serve them so individually, as if there were a thousand of you. AI-powered BSI strategies optimize your customer interactions across all channels – and around the clock.
Processes
Customer Relationship Management
This is how you easily gain your customers’ loyalty: Create long-term successful relationships, connect sales, marketing, and service, and make more time for what really matters: your customers.
Processes
Customer Engagement
You are where your customers are. Create personal experiences with online appointment scheduling, AI-powered video consulting, and digital signatures. Convenient, dependable, and legally compliant.
Data
Enterprise Integration Platform
Pave the way for your data because interfaces have never been this easy. Scale it to the enterprise level and play it safe when testing – all in low code.
Data
Customer Data Platform
Your BSI CRM/CX platform is the single source of truth when it comes to customer data. Break down data silos and optimize your business processes. GDPR-compliant and secure.
Greater efficiency in customer service, with measurable results
+30%
Increase in cross-selling and upselling through to AI and a 360° customer view
65%
reduction in customer service outsourcing costs at Techem
31%
reduction in customer inquiry processing times at Techem
“BSI has sustainably improved our customer service. We have reduced costs, accelerated the processing of customer inquiries, and gained valuable insights from customer interaction data. This allows us to respond faster and continuously improve the quality of how we manage customer inquiries.”
AI for energy & utilities
AI agents for automated customer service
AI agents help energy utilities manage growing inquiry volumes, unlock new opportunities, and relieve employees of routine tasks. This frees up more time for customer needs where personal advice and expertise matter most.
Why energy services demand a novel approach to customer relationships
Until recently, relationships between energy utilities and their customers were fairly straightforward: Contract sign-up, annual billing, and occasional service inquiries. Today, customers compare providers more quickly and switch more easily. Tomorrow, interactions may already take place through customers’ personal AI assistants. As a result, customer loyalty becomes a competitive advantage, earned through personalized service, rapid response times, and seamless availability across all channels.
At the same time, customer service volumes and data complexity continue to increase. Solar installations, battery storage systems, EV chargers, heat pumps, and evolving regulations are driving new pricing models, advisory needs, and service requirements. Each new energy service creates additional touchpoints and raises expectations for a seamless, end-to-end customer experience.
Energy utilities that can efficiently manage this growing complexity while delivering relevant, personalized customer experiences differentiate themselves through the quality of their customer relationships.
As a result, CRM evolves from an administrative system into a strategic platform for managing customer relationships.
Three challenges that will shape the future of the customer experience
The energy transition is placing new demands on sales, customer service, and IT. To succeed, energy utilities must overcome three key challenges.
Scale service operations
New energy services create additional demand for advisory and customer service interactions. At the same time, customers expect greater availability and faster response times. Automation must make customer service scalable without losing the personal touch where it matters most.
Deliver one customer journey on every channel
From a customer's perspective, energy contracts, solar installations, EV chargers, and heat pumps should be one journey, not separate worlds. Customers expect consistent journeys and relevant communication across sales, service, and marketing.
Future-proof your IT landscape
New products, customer channels, and regulatory requirements are colliding with legacy IT landscapes. At the same time, many energy utilities are navigating the transition to SAP S/4HANA. The future belongs to energy utilities that can connect existing systems and accelerate transformation.
One platform for lasting customer relationships
Today’s energy utilities need more than just a system for managing data. They need a central platform to build, manage, and nurture customer relationships across departments, channels, and products.
The BSI Customer Suite is that platform. As a fully integrated customer platform, it unifies customer data, interactions, and processes that are often fragmented across mature IT landscapes. Configurable connectors integrate core systems and other applications to create end-to-end, intelligent customer processes.
The result? Energy utilities that can manage growing service volumes, deliver relevant customer experiences, and modernize their IT landscapes incrementally, without starting from scratch.
The essential capabilities of a future-ready CRM for energy utilities
Service Automation
Intelligent handling of customer inquiries
With the BSI Customer Suite, energy utilities can automatically identify incoming e-mails, documents, and service inquiries, route them to the appropriate processes, and automatically process eligible cases without manual intervention.
Business impact: Faster processing times, less manual effort, and lower service costs.
Customer Service
Automate routine processes and enhance customer advisory services
With the BSI Customer Suite, energy utilities can manage recurring requests such as customer moves, meter readings, and billing inquiries digitally across all channels. Employees gain more time to focus on the cases where expertise and personal advice have the greatest impact.
Business impact: More time for complex customer consultations and increased service productivity.
Customer Engagement
From customer data to meaningful next steps
Every interaction builds a deeper understanding of customer needs. The BSI Customer Suite leverages these insights to drive relevant communications and sales actions. Customers with solar installations receive relevant recommendations for battery storage solutions or EV chargers at the right time.
Business impact: More relevant customer engagement and additional cross-selling and upselling opportunities.
Agent Relationship Management
When customers are no longer the only ones talking to companies
Personal AI assistants already assist people with increasingly complex tasks. Going forward, these assistants will increasingly interact with companies autonomously on behalf of their users. There, they will encounter specialized AI agents that manage customer inquiries, provide information, and initiate workflows. For example, a customer’s personal AI assistant will autonomously gather rate information, notify the provider of a move, and exchange data on energy consumption and energy solutions with the utility’s AI agent. This will make the AI assistant the new customer channel.
BSI Software refers to this next stage of evolution as Agent Relationship Management (ARM).
Just as CRM structures the relationship between companies and customers, ARM provides the foundation for collaboration between people, enterprise AI agents, and their customers’ digital assistants.
How companies build meaningful customer relationships with the BSI Customer Suite
EnBW: Modernizing the technology behind customer service
EnBW is transforming its customer service operations with the BSI Customer Suite as its central platform. The goal: to replace legacy standalone systems, automate routine customer inquiries, and lay the foundation for broader AI adoption. By the end of 2026, the platform will be live for all EnBW and Yello customer interactions.
Techem: Efficiently managing 2.2 million customer inquiries and requests
Techem processes about 2.2 million customer inquiries a year. With the BSI Customer Suite, incoming customer inquiries are intelligently identified, mapped to the appropriate business process, and automatically routed to the right workflows. The result? 65% lower service provider costs, 31% shorter processing times, and breakeven in under one year.
Stadtwerke Münster: Transforming sales and service processes
Stadtwerke Münster, the municipal utility for the city of Münster and one of the largest energy and mobility providers in Westphalia, uses the BSI Customer Suite across the entire customer lifecycle, from lead and contact management to marketing campaign orchestration, seamlessly integrated into its existing SAP S/4HANA landscape.
M-net: Future-ready and customer-centric
At M-net, Bavaria’s leading fiber-optic provider, the BSI Customer Suite supports guided processes for about 500,000 customers, particularly in customer service, while also helping to manage complex technical processes. M-net has trusted BSI since 2009 and expanded the business relationship with BSI Software into a strategic partnership in 2019.
Arvato: Customer service at the heart of the customer experience
Arvato relies on BSI Software solutions to enhance its customer service capabilities and strategically expand service automation. The focus is on adapting to changing customer communication preferences while delivering a consistent customer experience.
“With the platform’s technology-agnostic approach, we are making our customer relationship management future-ready while using Agentic AI to further improve service quality.”
Customer Experience in der Energiewirtschaft weiterdenken
Use Case
AI in customer service
How AI agents can support energy advisory and customer service.
Blog
Agent Relationship Management
Why AI agents are reshaping the next generation of CRM.
Blog
Customer experience trends in E&U
How customer relationships in Energy & Utilities are evolving, just as they are across other industries, and the opportunities this creates.
Are you ready for next-generation customer relationships?
Whether it's customer service, SAP transformation, new energy services, or AI agents, discover how the BSI Customer Suite automates processes, reduces employee workloads, and delivers relevant customer experiences across the entire customer journey.
Sebastian Louis
Community Manager Energy & Utilities
+49 (211) 5455 85 15
sebastian.louis@bsi-software.com