New online customer area for Tyczka Totalgaz

Tyczka Totalgaz is one of the leading liquid gas specialists in Germany. Tyczka Totalgaz is a joint venture of two major partners: Tyczka Energie, based in Geretsried, and TOTAL Deutschland of Berlin. The head office is in Geretsried. Two Service Centres in Geretsried and Leipzig as well as more than a dozen storage facilities and bottling plants assure broad service coverage for customers.

K3 Innovation, as the general contractor, has requested the participation of silver.solutions as a specialist for the integration of the SAP System. The goal of this common project was the development of an extranet solution initially targeting the German market. The new online customer area is now aimed at both individual and business customers. Tank gas and bottled gas orders can in future easily be placed and processed in the online customer area. In the background, the Extranet is also intended to facilitate work processes for the JV’s staff. In parallel to the Extranet, the K3 Innovationen agency has also redesigned and relaunched the website, rebuilding it with eZ Publish.

The project was implemented together with K3 Innovationen of Düren.

The silver.basic shop solution is used for the online customer area, which communicates with the customer’s SAP System via the Web-Connector for SAP. The main data source for the item master file, the customer data as well as for the pricing information and delivery conditions is the SAP System. In the Web CMS eZ Publish environment these data are supplemented with marketing texts and further information. The connection to SAP enables display of customer specific conditions on a real time basis. The bottled gas ordering system graphically represents the pallets filled by the customer, thus facilitating the ordering of bottled gas.

Tyczka Totalgaz customers will in future be able quickly and easily to report meter status online, simultaneously reviewing their gas consumption as compared to the last report at any time. Via the “My Tytogaz” feature, customers can easily download invoices and manage their data online.

For questions there is a Callback function intended further to improve customer communication. With just one click, customers can enter their query in a form and ask for a call-back by stating his/her telephone number and the desired call-back time. The Service staff will call back to answer the query in person.

A function that is particularly important for business customers is the differentiated operating facilities and offices selection option for goods recipients as well as a targeted selection of the meters and containers required at each site. Orders can also be placed for ongoing deliveries at customer determined intervals.

In the Extranet, Service Centre staff are provided with special functions enabling them to manage customer requirement mixes and ongoing deliveries, as well as tools to facilitate customer support and advisory tasks.

Following the relaunch, the new website presents customers with a fresh, modern and informative look. In combination with the new Extranet, it means a substantial improvement for Tyczka Totalgaz’ Customer Service. Customers are now not hampered by opening hours and can place their orders, download their bills, or send enquiries at any time of the day or night and even while off site. There is also a first-time integration into the ERP system, distinctly optimising the customer’s business processes. At the same time, this also results in clear costs savings due to the broad automation of many of the processes involved. The open interfaces and the modular structure of the software ensure that the solution can be further developed and adapted to new requirements in future project steps.

Testimonial

Fast, simple and clear - What Bernhard Reichling, a Karlsruhe office manager, particularly likes about the new service is that everything happens so quickly and easily, and that with the clearly structured price viewing feature he immediately knows how much his order will cost. Thus any errors in the ordering process become immediately apparent. “I know that once, when ordering pallets, I entered 12 instead of 1. This resulted in an unexpectedly high total being shown – so I immediately noticed that something had to be wrong”, says Reichling.