Case Study: Centralschweizerische Kraftwerke AG achieves 75% process automation and saves 2,400 working hours with ServiceNow

Swiss utility Centralschweizerische Kraftwerke AG ignites network services with ServiceNow

Centralschweizerische Kraftwerke AG (CKW) is a Lucerne-based Swiss utility whose network division supports electricians, builders, architects and inspectors with complex requests like grid connections, temporary supplies and meter provisioning. CKW faced fragmented, error-prone workflows across multiple isolated systems, heavy manual data entry, poor visibility into case status and a shortage of qualified caseworkers, making routine processes slow and labor-intensive.

CKW implemented ServiceNow’s Now Platform to deliver a centralized customer portal with integrated workflows, open APIs and intelligent self‑service. The platform now runs roughly 15,000 processes, automates about 75% of network workflows (reducing manual processes to 25%), supports 12 end‑to‑end processes, and has saved up to ~2,400 working hours—improving transparency, customer satisfaction and freeing staff for strategic work.

Centralschweizerische Kraftwerke AG

Nastasja Nicke

IT Project Manager