A leading utility company sought a way to capture and process incident reports more efficiently. Previously, processes were primarily handled via a central hotline, leading to delays, high call center workload, and limited transparency. The goal was to introduce a modern, web-based, SAP-integrated solution enabling incidents to be reported and tracked directly on-site.

• Introduction of a group-wide, web-based reporting portal with over 60,000 users
• Location-independent and real-time incident reporting and processing
• Full integration into existing SAP processes
• Compliance with all data protection requirements according to SAP and company policies
• Reduction of hotline workload by at least 40%
• Improved transparency and traceability in incident management

• Development of a cloud-based incident reporting portal app (web & mobile)
• Implementation of an intuitive user interface for fast data entry
• Integration of a dedicated call center role for efficient processing in decentralized teams
• SAP integration for automated process routing and documentation
• Rollout workshops across all relevant business areas
• Go-live within 12 weeks with gradual user onboarding

• Over 60,000 active users company-wide
• 45% reduction in incoming hotline calls
• Faster incident processing through direct on-site reporting via smartphone or tablet
• Improved transparency through seamless documentation and tracking
• Increased efficiency in decentralized teams thanks to integrated call center functions
• High employee satisfaction due to simple handling and fast status feedback