Case Study: Mälarenergi achieves improved customer care and case visibility with OpenText Business Process Management

Mälarenergi Improves Customer Care with OpenText

Mälarenergi, a Swedish utilities group serving about 150,000 customers (expected to grow to 250,000), was struggling to manage tens of thousands of inbound customer inquiries. Case handling relied heavily on email, leaving staff without a unified view of customer history, making it hard to track workloads, spot bottlenecks, or close cases on first contact—constraints that threatened service quality and growth plans.

By extending its existing OpenText Business Process Management solution company-wide and integrating it with billing, Mälarenergi created a centralized case management system that gives agents immediate access to complete customer histories, enforces regulatory separation between business units, and presents only relevant actions via an intuitive UI. The result: faster first-contact resolution, clearer process visibility across 60 departments, actionable reporting to identify and remove bottlenecks, improved efficiency to support growth, and plans to expand the system to internal cases.

Mälarenergi

Camilla Holmgren

Case Management Product Manager