Section 1
Introduction and Goals
The Customer Agent Portal (Kundenberaterportal) supports call center agents in sales processes, customer service and telephone consulting. The web application is used for the EnBW, Yello and E-Mobility brands. It currently mainly supports commodity products (e.g. electricity, gas). The Customer Agent Portal is to be further developed in the future to support a greater variety of products and processes and thus become the central tool for call center agents to support their customers.
KBP is a support tool for the complex business processes. Agents will open it from the BSI CRM platform, which covers simple tasks and case management. See Delineation from BSI for the split of responsibilities.
Stakeholders
Team
| Name | Role | Contact | Expectations |
|---|---|---|---|
| Katharina Lodde | Product Owner | k.lodde@enbw.com - Phone: +49 170 8830621 | |
| David Schmittwilken | Software Architect | d.schmittwilken@enbw.com - Phone: +49 151 12859828 | |
| Hannah Mehl | Scrum Master | h.mehl@enbw.com | |
| Seymour Kühnert | Business Analyst | s.kuehnert@enbw.com | |
| Holger Bausch | Business Analyst | h.bausch@enbw.com | |
| Ole von Papen | Working Student / E2E Tester | o.papen@yello.de | |
| Gautier Carlsons Njeudjang Noumfie | Working Student / E2E Tester | g.njeudjangnoumfie@enbw.com | |
| Partner company for Development Solcom | DEV | 3 Full Stack DEVs | |
| Partner company for UX TBD | UX | 1 part time UX resource |
Other Stakeholders
Contact Persons not part of KBP
| Name | Role | Contact | Expectations |
|---|---|---|---|
| - | Customer Agent | Application is intuitive and has fast response times |