Case Study: Stadtwerke Herne automates SAP service processes with LoyJoy

Stadtwerke Herne resolves five service processes with LoyJoy

Stadtwerke Herne, a municipal utility supplying electricity, gas, water, and heat, faced the challenge of handling high volumes of recurring customer service inquiries. These processes, such as submitting meter readings or changing installment plans, consumed significant staff time. They wanted a solution that would resolve these inquiries completely within their system of record instead of merely routing customers to forms, which deferred the work. They partnered with vendor LoyJoy to implement an AI agent to address this.

LoyJoy implemented its AI agent platform, named "Erna," which was directly integrated with Stadtwerke Herne's SAP IS-U system. This solution enabled the AI to authenticate customers and complete five end-to-end service processes, including meter reading capture and payment arrangements, with built-in plausibility checks. For LoyJoy's customer, this resulted in inquiries being resolved at first contact without media breaks, lower processing costs, and 24/7 availability for routine transactions, freeing up the service team for more complex cases.

Stadtwerke Herne