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Case Study

Higher customer satisfaction & lower costs with WhatsApp service

Do handover protocols, meter reading notifications and changes only exist in paper form? Find out how the regional energy supplier Harz Energie is digitizing its customer service processes with WhatsApp, making them even more efficient through automation and significantly increasing customer satisfaction.

Exclusive insights:

  • Challenges: Inefficient communication and high process costs
  • Concept and implementation: Launch of WhatsApp as a service channel for meter reading to contract updates; support of the service by a chatbot
  • Successes and KPIs: Faster processing of inquiries, 85% customer satisfaction

Customers send us their meter readings via WhatsApp. This is simple, fast and convenient for all parties involved.


Stefan Gehrig, Head of Customer Service, Harz Energie

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