Rising case volumes, more channels and limited resources quickly turn routine transactions into rework. At E‑world 2026, Paperfly shows why utilities need end-to-end workflows that combine intake, validation and closure in a single case: independent of channel.
Utilities have been digitising individual processes and sub-steps for years. Under cost pressure, the focus is shifting. What matters is less the next digital form and more the ability to make complete cases executable from end to end.
The goal is consistent states, complete documentation and clear handovers between customer service, specialist teams and the back office. This is exactly where friction frequently occurs today: cases arrive differently depending on the channel, information is scattered, follow-up requests are managed manually, and processing statuses too often have to be “reconstructed” after the fact.
To scale service, billing and connection cases, an orchestration layer becomes relevant: one that brings documents, data and decisions together in a single flow. Paperfly positions itself as a Customer & Document Experience Platform for such processes. The operational core is not an additional communication layer, but a continuous workflow in which submission, validation, clarification and closure are managed as a chain of states. This makes it transparent what is available, what is missing and which action comes next—including deadlines, responsibilities and defined fallbacks.
The core principle is a uniform entry point into the case: one workflow, one link: independent of the channel. Whether via email, SMS, WhatsApp or a letter with a QR code, the process runs in the same browser-based self-service. This standardises customer interaction without requiring multiple parallel journeys to be maintained. Depending on context, digital forms (web or PDF), electronic signatures, identity verification and payment initiation can be integrated into the same flow so that completion and evidence do not end up in separate media.
This workflow logic is relevant across different utility use cases. In customer service and change processes, such as address changes, complaints or other service requests, a defined flow reduces follow-up questions because information is captured in a structured way and missing details are requested precisely before the case is handed over.
A similar logic applies to meter reading. When submissions arrive via different channels, the quality of the data at intake determines how much rework is created. Customers can submit a meter reading via photo; the value is captured and plausibility-checked within the process, and any required additions are requested directly within the same flow. This allows standard cases to run through without manual correction steps, while deviations are routed into targeted clarification steps.
In connection and installation processes – such as grid connections, smart meter installations or service visits – a single, consistent case reduces media breaks between appointment coordination, document provision, confirmation and feedback. Here, the benefit lies less in any individual touchpoint than in the consistent progression of case status, so employees and customers see the same case and do not have to “track” it across multiple systems and channels.
In B2B processes, such as supplier or partner contracts, approvals or billing, the same mechanism applies: documents can be provided, approved and tracked without approvals and evidence being scattered across disconnected email threads.
At E‑world energy & water 2026, Paperfly places this approach in the context of typical transformation programmes and shows how utilities can set up workflows that scale in operations: through clear process ownership, defined data and document logic, and a uniform entry point that works independently of channel.
About Paperfly
Paperfly is a Customer & Document Experience Platform. The SaaS platform enables fully digital, media-break-free workflows along the customer journey: from document submission and review to signature, identity verification and payment processing. Paper-based processes are replaced, cycle times are reduced and customer interactions are improved sustainably.
Press contact
Paperfly
Dirk Metzmacher
Nevinghoff 14–18, 48147 Münster, Germany
E-Mail: hello@paperfly.io
Web: paperfly.io
Phone: +49 251 322009 10
Feel free to visit us in Hall 4, Stand 4B119.