Stadtwerke Bielefeld needed to modernize both customer-facing and internal workflows. Key challenges included: ➡️ A growing number of customer support requests triggered by changes in the law ➡️ Inefficient, manual Excel-based processes for ordering JobTickets in public transport ➡️ Lack of affordable standard solutions for utilities, despite similar nationwide challenges ➡️ The need for fast, adaptable tools to meet regulatory and customer expectations ➡️ Desire to build internal development capacity instead of relying solely on external vendors ➡️ The goal: rapid digitalization, customer transparency, and scalable tools that can evolve with new business needs.
Business Need: Stadtwerke Bielefeld needed to modernize both customer-facing and internal workflows. Key challenges included: ➡️ A growing number of customer support requests triggered by changes in the law ➡️ Inefficient, manual Excel-based processes for ordering JobTickets in public transport ➡️ Lack of affordable standard solutions for utilities, despite similar nationwide challenges ➡️ The need for fast, adaptable tools to meet regulatory and customer expectations ➡️ Desire to build internal development capacity instead of relying solely on external vendors ➡️ The goal: rapid digitalization, customer transparency, and scalable tools that can evolve with new business needs.
Solution: Using the Mendix low-code platform, Stadtwerke Bielefeld and d.u.h.Group collaborated to build two major applications: 🔶 POST-EEG Tool A digital assistant that: - Handles the growing number of customer support requests caused by changes in the law - Provides clear answers and tailored recommendations - Helps users understand post-contract energy options - Reduces load on customer service teams - Delivered in just 7 days after a successful proof of concept. 🔶 moBiel JobTicketPortal A fully digital replacement for a manual, spreadsheet-based process. The app enables: - Self-registration for companies and employees - Online ordering and payment of JobTickets - Real-time cost transparency (ticket + employer contribution) - Automatic validation and transfer to SAP - Hassle-free, scalable mobility ticket management - Already adopted by 2,500+ active users. 🔶 Agile Collaboration Model Stadtwerke Bielefeld successfully adopted a hybrid approach combining SCRUM methods with public-sector constraints. This supported: - Continuous iteration - Rapid feature delivery - Internal Mendix capability building - Sustainable long-term application ownership
Results: Timm Niestrad, Head of Digitalization at Stadtwerke Bielefeld Gruppe, explains: “We try to apply agile methods in the development of our applications wherever possible. Of course, as a public utility, we operate in an environment with specific requirements and regulations, so a purely agile approach is not feasible for us. Instead, we have developed a hybrid model that combines classical project management with agile frameworks such as Scrum. Mendix has integrated excellently into this approach.” 🔹Higher customer satisfaction through clear, digital answers about EEG changes 🔹Fully automated mobility ticket ordering, eliminating Excel chaos 🔹Increased revenue through simplified JobTicket sales 🔹Reduced manual effort and fewer data errors 🔹Faster development cycles thanks to Mendix and agile methods 🔹Internal low-code competence for sustainable digital growth 🔹Solutions now attract interest from other utilities, proving scalability and relevance 🔶 Read more: https://www.mendix.com/press/stadtwerke-bielefeld-gruppe-erhoht-kundenfreundlichkeit-mit-low-code/