CLARIFALL · PROCESS LANDSCAPE
Service requests, incidents and complaints often involve several teams and systems. ClariFall connects their handling through a shared case file, clear responsibilities and traceable next steps.
Discuss your use case01 · THE BIG PICTURE
Whether in customer service, billing or internal support, an enquiry rarely stops at a department boundary. This overview shows typical relationships within utility companies.
GOVERN & IMPROVE
Quality management · Compliance · Continuous improvement. Insights from case handling reveal recurring causes and opportunities for improvement.
CUSTOMERS & OPERATIONS
Customer service · Contract matters · Billing · Grid connections · Metering · Grid operations. These areas generate enquiries that require coordination across teams.
INTERNAL SUPPORT
IT services · Infrastructure · Shared services. Internal requests and technical clarification support the work of business teams.
Case file · Responsibilities · Tasks · Deadlines · Documentation · Reporting
Existing business systems remain part of the process. The specific processes and interfaces supported by ClariFall are defined for your use case.
02 · CLASSIFY ENQUIRIES
First, clarify what the enquiry is about. Then define the right responsibilities, tasks and next steps.
Customer enquiry or internal report
↓
Capture · Review · Classify
SERVICE REQUEST
What would someone like to request or change?
Change an address
“I would like to change my address.”
Change bank details
“I would like to change my bank details.”
Other standard requests
Update contract details or request information.
ClariFall supports a structured workflow with clear ownership and a documented outcome.
INCIDENT
What is not working as expected?
Power outage
“My power has gone out.”
Technical billing error
Investigate incorrect calculations or processing.
Gas leak / smell of gas
“I suspect a gas leak.”
ClariFall supports case-related coordination between the teams involved.
COMPLAINT
What is someone dissatisfied with or disputing?
Incorrect bill
“My bill is wrong.”
Public platforms
A customer posts a complaint.
Capture complaint information
Review the information and assign it to the appropriate case.
ClariFall connects complaint handling with review tasks and a traceable response.
These enquiry types are connected: an incident may lead to a complaint. A disputed bill may require business clarification, with a technical error being one possible cause.
For urgent incidents and hazards, the designated emergency and incident response channels apply. ClariFall supports subsequent or accompanying case handling.
03 · HANDLE CASES TOGETHER
Different enquiries require different business steps. A shared structure gives everyone involved a clear view of the process.
01
Bring information and documents together in a shared case file.
02
Clarify the enquiry type, affected processes and priority.
03
Define the responsible team, tasks and deadlines.
04
Coordinate checks and follow-up questions between those involved.
05
Record the decision and response in a traceable way.
06
Identify recurring causes and opportunities for improvement.
04 · CLARIVOLT IN PRACTICE
ClariVolt applies structured case handling to billing-related disputes at utility companies. Customer service and billing work on a shared view of the issue.
Whitepaper ansehenThe customer disputes a bill. The enquiry, bill and previous communication are assigned to the case.
Customer service and billing review the issue. Follow-up questions and review tasks are coordinated with assigned owners and deadlines.
If a correction is needed, it is made in the responsible billing system. ClariFall brings the case-related steps and outcomes together.
The customer receives a clear response. The outcome and handling history remain traceable for future enquiries.
Talk to us about the enquiries your teams handle and how ClariFall can support their collaboration.
Discuss your use case Whitepaper ansehen