EnBW chooses BSI Software as its central AI-based customer service platform for all EnBW and Yello customer interactions

By choosing the BSI Customer Suite, all existing customer data, communication channels and service formats will be orchestrated on a centralized platform in the future, and hundreds of the company’s end-to-end customer processes will be mapped – from address changes when moving house and changes in advance payments to tariff changes. For the employees, this will create a consistent and integrated system that is tailored specifically to the working methods of the EnBW teams.

“The BSI Software team impressed us during a seven-month selection process. Technologically, BSI Software, as a European provider, is on par to American solutions in every respect. Thanks to the platform’s technology-neutral approach, we are future-proofing our customer relationship management and can further improve our service quality through agentic AI,” says Dennis Kraft, Head of Digital Capabilities at EnBW, who played a key role in the discussions with BSI.

By using the AI-based CRM and CX platform, EnBW will significantly reduce manual processing times in request management and provide consistent service for its customers across all touchpoints. To this end, EnBW will gradually introduce AI agents from BSI Software in the areas of services and sales. These multi-step AI agents will work together as a networked system to process complex tasks and service requests autonomously. Thus, with the help of agentic AI, numerous standard processes in the energy industry will be automated efficiently and scalably, including meter readings, contract and address changes or responding to status inquiries for orders. In addition, the new centralized AI-based knowledge management will support employees in their work by providing context-related information when responding to customer inquiries.

With the introduction of the BSI Customer Suite, the BSI Customer Data Platform (CDP) will form the new backbone of EnBW’s data strategy and work as a central database for the structured, GDPR-compliant management of its customers. BSI CDP will collect, consolidate and structure EnBW customer data from all systems in real time. This will result in uniform, error-free and complete data sets as the basis for a reliable 360° customer view.

“During the selection process, we were impressed by the steep learning curve of the EnBW team, meaning that they were able to configure the BSI Customer Suite independently after only a short time. We are looking forward to the upcoming project, which we will master together,” says Sebastian Louis, Community Manager Energy & Utilities at BSI Software.