- Press Release
Further professionalization in customer service as part of growth strategy

gridX increases speed and agility with new customer help center

  • Successful launch of new help center for customers. 
  • Fast and customer-focused service for inquiries and problems at the center of the relaunch.
  • Reduction of processing times for customer inquiries within the gridX organization as an essential factor for successful growth of gridX and the success of customers.

Munich, 1 September 2023 – Europe's leading smart energy company, gridX, has successfully launched its new customer service help center. The new self-service portal takes customer service at the IoT scale-up based in Aachen and Munich to a new level in terms of speed and agility. The portal’s makeover was guided by the needs of gridX’s customers.

The linchpin of the new help center is a direct assignment of error messages to a part of the product by the customer. From now on, customers indicate directly when opening a ticket which part of the gridX product the contact is based on. So gridX already knows from the first touchpoint where an irregularity is located. Thanks to automations in the background, tickets also reach the relevant specialist department more quickly, which has a positive effect on resolution times and future product improvements. Processing times within the customer service department can be greatly reduced with this new process, as the departments concerned are already integrated into the process of resolving issues at an early stage. "We have further professionalized our customer service with our new help center. From now on, we can answer customer inquiries and correct errors even more quickly," states Tim Steinmetz, Managing Director and Chief Growth Officer at gridX. "This further professionalization is just as essential for achieving our own ambitious growth targets as it is for the success and scaling of our customers," Steinmetz continues.

In addition to the newfound speed, the help center also offers other additional benefits: for instance, it includes a collection of documents that provides customers with important information on the proper handling of gridX’s products, including the correct handling of product modules or the setup of the IoT gateway, gridBox. The special feature: the entire content and all documents of the help center are now searchable via the search function. In this way, users can quickly and easily find the information that is relevant to them. User-friendliness has also been further improved from a technical point of view; for example, the loading times of the individual help center web pages have been significantly reduced. Further technical innovations are to follow soon and are already work in progress.

Find more information on gridX’s energy management solutions here.

((Photo: © gridX GmbH, Reprint free of charge; Image caption))

The new help center of gridX’s customer service is designed as a self-service portal. With this new system, gridX achieves a significant reduction in processing times for customer inquiries.

About gridX

gridX is Europe's leading smart energy company based in Aachen and Munich. With its IoT platform XENON, gridX enables manufacturer-independent monitoring and management of distributed energy resources. XENON allows partners to develop and scale energy management solutions faster than ever before. By partnering with gridX, Fastned is able to install more charging points at sites without the need for costly grid extensions, and the Viessmann Group is able to offer its customers intelligent and integrated home energy management systems.

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