Appian

Stadtwerke Bonn, a utility provider based in Bonn, Germany, was faced with the challenge of reducing operational costs while improving customer satisfaction. A key part of their customer service strategy was a self-service online portal used by customers to report their meter readings. This portal was a crucial part of their meter-to-cash (M2C) operations, which saw 367,000 total meter readings leading to invoices between January 2020 and April 2021. However, the complexity of the system, which also included other contact channels for collecting meter readings such as email, phone notifications, bot-supported system processing, and in-person visits, led to potential delays and errors. To identify areas for process improvement, Stadtwerke Bonn initiated a process mining initiative with Appian.