Berliner Wasserbetriebe
“With EmergencyEye, we are taking communication with our customers and anyone who reports a fault to us to the next level. The tool impressively demonstrates how digitalization in the water industry creates direct benefits – for people and the company.”
[Christoph Donner, Chairman of the Management Board of Berliner Wasserbetriebe]
Sustainable water supply and digital services for the capital
Berliner Wasserbetriebe is not only Germany’s largest water supplier and wastewater disposal company, but also bears central responsibility for supplying around 3.8 million people in Berlin and neighboring areas of Brandenburg as part of the critical infrastructure. With over 160 years of history, they rely on sustainable water management and state-of-the-art technology to reliably guarantee this vital service. Customer satisfaction and proximity to citizens are at the heart of Berliner Wasserbetriebe. With digital service offerings such as online billing, consumption analyses and interactive consulting options, they make it easier for citizens to access important information.
With modern customer hotlines, accessible service points and proactive communication, they ensure that requests are processed efficiently and high quality standards are maintained.
As a public company owned by the state of Berlin, they stand for transparency, social responsibility and sustainable development. They continuously invest in infrastructure renewal to ensure reliable water supply and wastewater disposal in the future.
Efficient troubleshooting and proximity to citizens.
Berliner Wasserbetriebe uses EmergencyEye® technology to significantly improve communication with citizens in the event of incidents. This digital solution makes it possible to report damage such as burst pipes or problems with house connections quickly and efficiently. Instead of simply receiving a damage report over the phone, the fault clearance service can directly assess the situation via a secure video connection or chat function. This allows problems to be solved more quickly and in a more targeted manner.
A typical example is a burst pipe in the street. A passer-by discovers that water is leaking from the ground and contacts the Berliner Wasserbetriebe emergency call center on the toll-free number 0800 292 75 87. After calling, she receives a text message with a link to the EmergencyEye® web application. Without having to install an app, she can start a live video transmission directly via the browser on her smartphone. The emergency team can now see the extent of the damage in real time and can immediately initiate the necessary measures – be it the immediate shut-off of the water pipe or the targeted deployment of a repair team.
The technology also offers major advantages for homeowners with a leak in their own home connection. Instead of waiting for an on-site appointment, the problem can be analyzed via video transmission so that the specialists know in advance which tools and spare parts are needed. This not only speeds up the repair, but also reduces unnecessary journeys.
EmergencyEye® also ensures greater accessibility and service excellence. The integrated chat function with simultaneous translation makes it easy for non-German-speaking citizens to report damage. Deaf people can also communicate directly with the fault clearance service via the text-based chat.
By using this modern technology, Berliner Wasserbetriebe is not only improving the efficiency of fault rectification, but also the quality of service and proximity to citizens. With EmergencyEye®, the company is demonstrating how digital solutions can help to make the water supply as a critical infrastructure even safer and more customer-friendly.