Process Landscape
Customer lifecycle as the spine; end-to-end processes beneath. Color saturation = GenAI potential; chips link to demos.
Connection-to-Feed-In
Assess, approve and fulfil a grid connection or feed-in application end to end
- End-to-end cycle time6–14 weeks
- First-pass yield45–60%
- Share auto-approvable50–70% of rooftop cases
Contact-to-Resolution
Resolve retail energy requests across every channel, first time
- Cost per contactCHF 6–12
- First-contact resolution60–75%
- Tariff-round volume multiple2.5–4x baseline
Meter-to-Cash
Turn measured consumption and feed-in into a correct invoice and collected cash
- Billing exception rate3–8% of invoices
- Dispute rate1–3% of invoices
Move-In / Move-Out
Close and open metering points as customers move, with a clean final invoice
- Cases per year25'000–35'000
- Manual touch rate70–90%
Outage-to-Restore
Detect, isolate and restore supply — and tell affected customers what is happening
- Contacts per major fault300–900
- SAIDI15–25 min/customer/year
Certificate-to-Claim
Register plants and administer guarantees of origin against the external registry
- Certificates administered10'000–20'000/year
- Manual handling share80–95%
Quote-to-Contract
Price and contract supply for business customers on the liberalised market
- Quote turnaround2–10 working days
- Hit rate20–35%
Plan-to-Asset
Plan, build and maintain generation and network assets across decade-scale cycles
- Planned availability90–96%
- Maintenance backlog5–15% of work orders
Trade-to-Settle
Execute, confirm, settle and report trades within mandate
- Confirmation break rate2–6% of trades
- Break resolution time1–5 days
Data Platform & Integration
One reliable read across grid, metering, billing and trading systems
Identity & Access
Know who is asking — customer, installer, engineer — and what they may see
Regulation & Unbundling
Keep grid and supply separated as the regulator requires, and prove it
Workforce Knowledge
Keep frontline staff and installers working from current rules
Agent Platform & Evaluation
Build, evaluate and operate the agents themselves — prompts, tools, evals, traces
Figures marked “actual” come from FY2025 public reporting; ranges marked “illustrative” are industry-plausible benchmarks, not company data.