Salzburg AG

Customer portal for private and business customers based on Adobe Experience Manager

Customer portal

Salzburg AG für Energie, Verkehr und Telekommunikation is an energy and infrastructure service provider based in the provincial capital of Salzburg in Austria and currently supplies around 260,000 customers throughout the province of Salzburg and neighboring Upper Austria.

Customer portal for private and business customers

eggs unimedia was commissioned to implement a customer portal based on Adobe Experience Manager (AEM). With this portal, Salzburg AG can offer its private and business customers a central platform to view and manage products and services they purchase from Salzburg AG. Within the scope of the customer portal project, the previously separate customer portals BusinessPortal, OnlineService and CableLink ServiceCenter, were to be consolidated.

The main objective of the project was to focus on the customer and maximize user-friendliness by means of a clear and uniform design of the interfaces and intuitive operation. The creation of self-service functionalities for the customer should ultimately also reduce internal customer service efforts.

The project implementation was initially planned as a "waterfall model". In the further course of the project the procedure was changed to the agile software development methodology Scrum. Agility was finally also the key to success. Because the agile approach meant that the project participants of Salzburg AG and eggs unimedia were in even closer contact. Dailys, Estimation Meetings, Sprint Planning and Refinements, in which the requirements were analysed and refined once again, were now part of the project procedure. All participants were able to focus 100% on the project.

The customer portal was designed as an expandable platform so that it can grow both in terms of content and functionality. This makes it easy to implement future functions and to realize sales potentials, such as the implementation of cross-selling campaigns.

The project goals of Salzburg AG

  • Consolidation of the existing portals
  • Compliance with security guidelines and the DSGVO
  • Integration of all divisions of Salzburg AG
  • Development of a future-proof infrastructure for the operation of further portals
  • Extensive self-service offers for the user
  • Increase of customer satisfaction
  • Customer loyalty through first-class self-service options
  • cross-selling

Challenge

Definition of requirements at the beginning of the project

Project duration and changing project clients and project teams

Complexity due to different requirements of the departments

Changeover from a waterfall project to an agile project during the course of the project

The technical challenge was the close integration with third-party systems, since this is a portal application in which customers can view all the data relevant to them

Security is a major issue, as sensitive customer data can be viewed. No data is stored in AEM itself.

Use of a SAML authentication handler, extension of the login process

High technical complexity due to the self-service possibilities by the user

Compliance with the DSGVO guidelines in the complete process (consent, collection, processing)

Implementation

  • Creation of a modern and responsive design with simple usability
  • Complete technical implementation, development of templates and components as well as templates into components
  • Integration of third-party systems via an Enterprise Service Bus (ESB)
    • SAP CRM / SAP IS-U
    • NeoTel (management of telephony data)
    • Cablelink
    • User database (e.g. energy diary)
    • Infonova (telephony data)
    • ZAMM (management and play of upsell opportunities for existing customers)
  • Special emphasis was placed on "clean code", i.e. a reusable, durable and stable code. 
  • Special feature: The focus in this project was on the publisher, since the editorial effort for a content author on the authoring system is low. Most of the data is supplied from backend systems.
  • To increase performance a server-side caching was built in

Results

  • Agility made the project successful
  • A central platform for online services, business portal, CableLink Service Center
  • All customers of Salzburg AG can view their current contract and consumption data via the portal
  • Customers can conclude additional contracts via the portal (product change)
  • Customers can record meter readings and, for example, compare their own consumption with the average consumption of similar households via the energy saving manager
  • Customers can view multiple contract accounts via one User-ID
  • Win-win situation for customer and Salzburg AG:
    • Service efforts on the part of Salzburg AG are reduced (call center, e-mail and other inquiries)
    • Customers can view data and make data changes themselves within the scope of their rights