Customer initiates supplier switch; customer service manages data entry, contract generation, and grid operator coordination.
The process is initiated by a switch-over request. The customer transmits his data to the customer service department. A customer data object is entered into the CRM system and compared with the internal database. In case of errors these should be corrected. In case the customer does not exist, a new customer object is created. Contract documents are prepared and automatically checked. In case of a negative response, issues are analyzed and resolved. A confirmation is sent to the customer and a request sent to the grid operator. The grid operator checks for supplier concurrence. In case of concurrence, conflicts are resolved. If no objections exist, customer service creates a CIS contract. The customer may withdraw or confirm. On the switch date, the grid operator transmits power meter data and the old supplier creates final billing.
| Activity | Actor |
|---|---|
| Enter Customer Data | Customer Service |
| Validate Data | Customer Service |
| Prepare Contract | Customer Service |
| Check Grid Concurrence | Grid Operator |
| Create CIS Contract | Customer Service |
| Switch and Final Billing | Grid Operator / Old Supplier |