Nils, how would you describe the collaboration between Stadtwerke Düsseldorf and Ergosign?
Nils: Ergosign has been our full-service provider and primary contact for our web presence for three years now. From UX testing and UX design to development, maintenance, and support: We are partners and work great as a team. Particularly at the beginning of the Corona pandemic, we were able to benefit from Ergosign's digitalization know-how and existing structures and processes. Thus, the project team quickly supported us in introducing software for digital collaboration. The geographical distance between us in Düsseldorf and the Ergosign team in Saarbrücken was never a problem. We all see each other daily (digitally) in a Daily and exchange information about the current progress of work.
Why are UX design and customer experience such a big deal for you?
Nils: For us, it's simple: We see a good, integrated web presence for new and existing customers as a differentiating factor. Electricity and gas are interchangeable products. What convinces and sustainably binds customers to us is fantastic service and an excellent customer experience. To ensure that this remains the case in the future, we are currently developing our web platform towards a Digital Experience Platform (DXP).
How does a DXP help you focus on customers and employees?
Nils: We previously managed elements such as our rewards system or our customer referral program through third-party apps that were integrated into our website. But this means that the contents cannot be controlled centrally by one system across all digital channels. This is where the DXP comes in: It allows us to manage content and data independently of touchpoints. It is a central point for creating, managing, and delivering personalized digital customer experiences across all our channels. This makes our employees' work more straightforward and improves the customer experience at the same time.
Our project manager, Christian Grasmück, can only confirm Nils Buschhüter's perspective:
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