Media breaks between inbound channels, document checks and back-office processing create follow-up questions and clarification loops. At E‑world 2026, Paperfly shows how utilities can manage cases as a continuous, fully automated workflow: so standard cases are completed without manual rework.
Utilities are increasingly facing the same operational challenge in service, billing and connection processes: customer cases start via different channels, are merged manually, and trigger follow-up questions because documents, data and statuses are not managed consistently. The result is long cycle times, a high share of clarification work, and additional back-office steps.
Paperfly addresses these breaks by enabling utilities to model cases as an automated end-to-end workflow and manage customer interaction through a single, consistent entry point. The principle is: one workflow, one browser-based self-service—independent of the channel (email, SMS, WhatsApp, letter with QR code). This means the same process can be initiated from any inbound route, including all required information and documents.
In practice, data is submitted in a structured way and validated before it is handed over to specialist teams; plausibility issues are detected early and follow-up requests are triggered precisely. Depending on the process context, digital forms (web or PDF), electronic signatures, identity verification and payment initiation can be integrated into the same flow. For utilities, this creates a traceable process chain in which responsibilities, deadlines and status changes remain transparent.
Crucially, it is not only about digital intake but also about the handover into existing line-of-business systems. In many utility organisations, effort accumulates exactly where information from different channels must be consolidated into a single case view. When data fields, supporting documents and status transitions are defined within the workflow, processing across customer service, specialist teams and the back office becomes seamless: because it is clear what has been provided, what is missing and what action comes next.
Another effect comes from controlling the case as a defined chain of states. Customer actions, missing documentation and follow-up questions are tracked as explicit statuses instead of disappearing in email threads or individual notes. Delivery, responses and deadlines can be mapped within the case; if a response is missing or a message cannot be delivered, predefined fallbacks and stop rules apply. This makes exceptions visible as process steps rather than only surfacing later in downstream operations.
As a result, quality assurance shifts to the front of the process: information and evidence are captured and plausibility-checked before handover, so standard cases run through without follow-up questions, while deviations are routed into targeted clarification steps. This reduces clarification loops and rework and directly impacts process cost per case: especially in high-volume areas where every media break creates additional effort.
At E‑world energy & water 2026, Paperfly demonstrates how easily channel-agnostic workflows can be embedded into existing system landscapes so that cases run end-to-end: without additional hurdles for customers and without manual “resorting” in the back office.
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.