- Regional energy supplier digitizes customer service and creates a 360° view of all customers
- Practical example of modern CRM in the energy industry – insights at E-world 2026
From fragmented customer information to a holistic customer view
As a regional energy supplier with its own wind and solar parks, Stadtwerke Wolfhagen was faced with the task of modernizing its customer communication. Especially during periods of high demand, such as at the turn of the year, the lack of transparent, consistent tracking of customer concerns became apparent. Information from emails, phone calls, and specialist systems was scattered, making it almost impossible to get a holistic view of the customer.
The goal was therefore to consolidate all relevant information in a central system and to digitize service processes across the board. Employees were to be given insight into complete data and communication histories across channels and teams.
CRM solution sets standards in the energy industry
After consulting with Arvato Systems, Stadtwerke Wolfhagen decided to introduce the CRM industry solution AEP.EnergySuite (AEP = Arvato Systems Energy Portfolio). The specialized solution, which is based on Microsoft Dynamics 365, already takes energy industry requirements into account in its standard version and can be flexibly expanded. A central element of the project was the development of a standardized interface to NTS.Suite (ERP system from Wilken Software Group), which enables automated data exchange with AEP.EnergySuite.
"From the outset, it was important for us to have a partner who understood our requirements and thought along with us. The collaboration with Arvato Systems was characterized by partnership throughout – from conception and to implementation and ongoing operation," says Alexander Rohrssen, Managing Director of Stadtwerke Wolfhagen GmbH.
After the contract was signed, Arvato Systems carried out data migration, workshops, and employee training. The system has been in productive use since July 2025. The added value of AEP.EnergySuite is particularly evident in day-to-day business: "Thanks to the industry-specific CRM solution, we have a quick, structured, and cross-team overview of our customers," says Martin Kreutz, Head of Energy & Services at Stadtwerke Wolfhagen GmbH.
Greater efficiency, better services, industry-wide
With the new CRM platform, Stadtwerke Wolfhagen not only benefits from a 360° view of all customers, but also from standardized and digitized processes as well as AI-supported service assistance. This has enabled Stadtwerke to shorten response times and significantly improve service quality at the same time.
Thanks to its modular architecture and ERP interface designed as a standard connection, the solution is also suitable for rollout at other municipal utilities and energy suppliers. From the outset, Arvato Systems placed great emphasis on high scalability for the entire industry when developing its AEP.EnergySuite.
Outlook: More automation and additional use cases
In the next stages of the project, telephone integration will be implemented directly in Stadtwerke Wolfhagen's new CRM system, seamlessly integrating another communication channel into customer service processes. There are also plans to automate and channel processes such as meter reading. The long-term goal is to map all front-office activities completely in Arvato Systems' industry CRM – without parallel systems. The collaboration is deliberately structured as a partnership: Stadtwerke Wolfhagen is actively involved in the further development of new use cases as a pilot customer and is continuing to shape the solution together with Arvato Systems.
Experience it live at E-World 2026
Arvato Systems will present its CRM solutions for the energy industry at E-world energy & water 2026 from February 10 to 12 in Essen (booth 3C115). In addition to live demos and personal exchanges, a silent session will be held at the booth on February 10 together with Stadtwerke Wolfhagen on the topic of "Intelligent mailbox management – automation in customer service with AI."
