Case Study: Swiss energy company CKW automates 80% of service requests and modernizes service delivery with AgilePoint

AgilePoint, an easy way to create form-driven internal business processes

CKW Group, a 127-year-old Swiss energy company serving more than 200,000 customers in Central Switzerland, faced rising customer service costs and inefficient legacy workflows. Hundreds of internal and external, form-driven processes—from service requests to grid maintenance—were half-manual, produced duplicated data, lacked visibility and approvals, and prevented staff from working cases promptly, so CKW needed an automated, reusable approach that leveraged existing investments.

After a vendor selection CKW implemented AgilePoint to create centralized internal and customer portals, integrate systems, and enable low-code citizen development so changes appear at run-time. Using a workflow engine with reusable components (15+ process patterns, 80+ e-form controls), CKW automated roughly 80% of network service processes and deployed about 200 form-driven workflows, reducing manual interactions, accelerating development, and maximizing ROI through component reuse.

CKW