xFLOWer is launching another important project with the municipally owned company responsible for operating Dunaújváros’s district heating system. A major agreement has been reached on customer service efficiency and data management, once again highlighting the versatility and reliability of xFLOWer. The system will now be used by the municipal company’s finance team.
What does this mean in practice?
The project aims to digitize customer service documents and daily activities and move them into xFLOWer. The new system ensures traceable customer interactions and controlled processes, while providing reminders for task deadlines.
Customer inquiries can arrive through multiple channels: email, in-person customer service requests, phone calls, a mobile app, and the central email address. xFLOWer manages these on a unified platform, ensuring fast and efficient case handling.
Customer data is stored in an enterprise resource planning system. Thanks to an integration, this data can be updated directly from xFLOWer following the appropriate checks and approvals. Every change, including names and addresses, will be documented and traceable, ensuring data accuracy and security. The finance team at DVG Zrt. uses xFLOWer for customer service tasks, including the fast and efficient handling of incoming questions, complaints, and other correspondence. The Excel spreadsheets previously used, which required extensive manual work, are being replaced by a modern, integrated system that brings all communication together in one place. This not only simplifies data retrieval but also significantly speeds up case handling.
xFLOWer’s innovative functionality enables:
- Management of core customer service tasks: The system supports fast and efficient handling of the most common case types, such as account name changes, meter reading submissions, billing inquiries, and other administrative tasks.
- Automated template correspondence: The system intelligently generates responses to recurring cases, reducing the workload of customer service staff.
- Optimized task assignment: Incoming inquiries are automatically routed to the appropriate case handler, minimizing missed or delayed cases.
- Faster turnaround times: The time required to process and respond to customer inquiries has been reduced by up to 30%.
- Communication within a single system: Customer service staff can manage incoming inquiries from every channel—email, phone, and online submissions—through one central interface.
- Implementation of a municipal customer service system: xFLOWer helps automate customer service tasks and make them more efficient.
- Digital administration for municipalities: Modern technology solutions reduce paper-based administration.
- Customer relationship management (CRM) for municipalities: All customer inquiries can be managed on a single platform.
Benefits of the partnership – the path to a paperless office
- Efficient customer service: Automated, data-driven solutions enable accurate and prompt responses to every customer inquiry.
- Time and cost savings: xFLOWer’s automation reduces manual administrative workloads by up to 50%.
- Modern data management: The integration enables immediate, secure data retrieval from the financial system, ensuring that case handlers have all the information they need.
- Digitized administrative processes: Municipal administration becomes faster and more transparent, while also taking significant steps toward a paperless office.
- A workflow system for municipalities: Automated case management reduces the amount of manual work.
Frequently asked questions about digital transformation in local government
How does xFLOWer help municipalities? xFLOWer enables the automation of customer service processes, speeds up case handling, and reduces the risk of errors.
What integrations are available? xFLOWer can be easily integrated with existing municipal systems, including financial and CRM systems.
How quickly can it be implemented? According to the plans, the system will be ready for live use two months after the contract is signed.
A shared vision for the future – driven by digital transformation and sustainability
This partnership is the first step toward closer collaboration aimed at providing the city’s residents with more convenient and professional services. Implementing xFLOWer will not only make day-to-day work easier for the financial customer service team but also contribute to residents’ satisfaction in the long term.
We look forward to the results of our work together and remain committed to achieving further success through the power of innovation.
If you would like to learn more about xFLOWer’s solutions and the benefits they could bring to your business, please get in touch!
Client:
Dunaújváros, DVG Zrt.
Project objective:
Customer service application, digitization of financial and technical processes
Start of the partnership
2025