Case Study: WBD (Wirtschaftsbetriebe Duisburg) achieves transparent, efficient customer service for street‑cleaning fees with Intalio|bpms (Intalio)

WBD - Customer Case Study

Wirtschaftsbetriebe Duisburg (WBD) is a municipal waste and recycling company with about 1,430 employees and annual revenue near €216 million. WBD faced fragmented, non-transparent processes for handling road-cleaning fee examinations and customer complaints: media breaks with the central ERP, redundant treatments of the same reclamations, manual multi-section refunds, long cycle times and poor status visibility. They needed a process-supporting IT solution that integrated with their SAP system, provided realtime status, automated resubmissions, role-based access and remained cost-effective and extensible.

GENOBIS (an Intalio partner) implemented Intalio|bpms using BPMN workflows, Intalio Designer–generated Ajax forms, and SAP web services to integrate central data while persisting process data in Intalio’s database. The solution eliminated media breaks and SAP form customizations, increased automated workflow steps, shortened cycle times, reduced redundant work and development costs, and delivered clearer, faster customer-service handling of fee paybacks—implemented quickly and within budget.

WBD