case study

Case Study: SH Netz

SH Netz digitizes their mail and lets their teams work together from anywhere

Find out how the E.ON subsidiary not only allows its teams to work together from anywhere by digitizing incoming mail, but also saves over 22 days of working time per year.

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As an operator of electricity and gas lines in around 900 municipalities in Schleswig-Holstein, Schleswig-Holstein Netz AG is responsible for the safe and reliable operation of energy networks. SH Netz's network customer service is represented at four different locations in the federal state and was therefore faced with the challenge of setting up an efficient solution for receiving, distributing and digitally archiving their incoming mail in 2020. SH Netz chose Caya because of the tailor-made solution for them.

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challenge

The energy network operator's network customer service department receives a three-digit number of grid feed-in applications every month, which must be processed within eight weeks.

In order to meet these deadlines, it is important that incoming mail is managed as efficiently as possible. However, it may happen that the four locations are irregularly staffed due to illness, etc. Since, in addition, different amounts of mail arrived at the various agencies, the available capacities were not always used evenly, which did not ensure the prompt processing of incoming mail throughout.

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requisitions

Incoming mail should no longer be received decentrally at the four different network customer service locations. The aim was to digitally collect and archive mail in a central entrance so that it could be distributed to the four agencies from there. This should ensure that feed-in requests are processed as efficiently as possible in order to evenly distribute the workload of staff and to guarantee response times. A key point in the implementation of the project was maintaining a postal address in Quickborn, Schleswig-Holstein, so that the company's regional ties are maintained, as well as the separation of network customer service mail from the rest of the company's incoming mail.

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solution

So that a regional postal code could be retained, a mailbox was set up for network customer service in Quickborn. Letter mail addressed to the network customer service mailbox is now sorted out by Deutsche Post and  redirected to the Caya scan center. In this context, Caya handles the processing of incoming mail, including automated opening, preparation and scanning. In addition, further preparatory steps are being taken through text recognition (OCR) and AI-driven extraction of data such as sender and subject.

Next, the incoming mail is provided digitally via the Caya platform and forwarded to a central e-mail inbox using its email integration. Employees are then able to view and edit the received mail in the mailbox regardless of their location. This also has the advantage that the mail, together with the emails, can be retrieved centrally in one place.

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Savings of over 22 working days a year

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upshot

At the end of the introduction of digital inbox, there is a significantly simplified administrative process. In particular, this relieves employees at the four network customer service locations, who no longer digitize letter mail themselves and have to store it at a central location.

As a result, SH Netz saves up to 15 hours of working time per month, which corresponds to over 22 working days on an annual basis.  By digitally distributing incoming mail, the energy service provider not only saves time and nerves, but also ensures that applications for grid feed-in can always be processed promptly and regardless of location. For network customer service employees at SH Netz, Caya has become an irreplaceable tool for administrative work.

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