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Customer Service for the Energy Industry
Customer Service Platform and AI that enable energy suppliers and grid operators to provide faster assistance
Beyond Tech digitizes customer service for energy companies. All inquiries are consolidated in one place, routine cases are processed automatically, and your team gains more time for matters requiring personal attention.
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Customer Service Solutions for the Energy Industry
Omnichannel Customer Service
Whether by email, phone, chat, or app: All inquiries converge on a central platform. Your team sees the complete contact history at a glance, and your customers never have to explain their issue twice.
AI and Automation
Standard inquiries are processed automatically, tickets are intelligently assigned, and AI-powered responses are suggested. Chatbots and voicebots handle routine cases, allowing your team to focus on issues that truly require personal attention.
Self-Service Portal
Customers don’t call if they can find the answer themselves. With a self-service portal, they manage consumption data, invoices, and contract status independently, 24/7. This significantly relieves your service team.
Ticket Management and Process Control
Structured processing, clear responsibilities, and automatic prioritization ensure that no inquiry is lost. Escalations are triggered automatically, and processing times become transparent and traceable for everyone.
Service Quality and Reporting
First-contact resolution rates, processing times, and customer satisfaction in real time, without manual evaluation. You identify bottlenecks early, take targeted action, and continuously improve your service based on real data.
Outstanding Results
Burgenland Energie Digitizes Customer Service with AI
Increasing inquiry volumes, decentralized inboxes, and no systemic overview: Burgenland Energie needed a solution that would quickly deliver. Together with Beyond Tech, the entire customer service was restructured. Outlook was replaced by a central ticketing system, inquiries are automatically categorized and assigned, an external service partner was seamlessly integrated, and AI-powered response drafts were gradually introduced. The stated goal: the highest customer satisfaction among all energy suppliers in Austria. The use of AI in customer service was honored with the AI Trailblazer Award at Zoholics 2025 in Mainz.
Frequently Asked Questions About Digital Customer Service in the Energy Industry
What is Omnichannel Customer Service?
Omnichannel means that all communication channels—email, phone, chat, app, and web—converge on a central platform. Your team always has a complete overview of the contact history and can serve customers quickly and consistently, regardless of how they make contact.
How can AI improve customer service in the energy industry?
AI handles routine tasks such as assigning tickets, suggesting responses, or processing standard inquiries via chatbot and voicebot. This speeds up inquiry processing, relieves your team, and generally improves service quality.
What does a self-service portal do for energy companies?
Customers can independently view and manage consumption data, invoices, contract status, and project progress. This significantly reduces incoming inquiries and simultaneously increases satisfaction because customers have 24/7 access to their information.
Can Beyond Tech integrate existing systems into the customer service platform?
Yes. We connect existing ERP systems, SAP interfaces, and other third-party systems so that all relevant data is available where it’s needed in daily service operations. This creates a continuous process without media discontinuities.
Ready to Redefine Your Customer Service?
Whether initial questions or a concrete project: We are your partner for digitizing customer service in the energy industry.