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Lime CRM


An industry-tailored CRM supporting the entire customer journey

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What is CRM?

From Basic Utility Provider to Modern Solutions Provider

Stadtwerke Stralsund manage sales, service and marketing with Lime CRM.

The Starting Point

With a new management team and a clear strategic goal – to evolve from a traditional utility provider into a modern, service- and customer-focused solutions provider – Stadtwerke Stralsund embarked on a fundamental transformation.

The challenge: Information silos made cross-departmental collaboration difficult, while a fragmented and complex system landscape prevented a shared view of the customer – and, as a result, a consistent and professional customer experience.

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Why Lime CRM?

The first contact took place at E-world, where the conversation quickly got down to business. Concrete energy-sector use cases, industry-specific features and a strong price-performance ratio convinced the Stadtwerke team. Scandinavian energy-sector references added further proof: Lime CRM is tried and tested in the industry.

The Solution: One System for Sales, Service and Marketing

Today, Stadtwerke Stralsund uses Lime CRM as the central platform for all customer-facing processes:

Lead generation and management: More than 20 enquiry and contact forms, as well as website journeys, are fully connected to Lime. Enquiries for electricity, gas and heating contracts, PV systems, heat pumps, charging cards, fibre connections and energy performance certificates are automatically captured, assigned and prioritised. This means a high volume of enquiries flows directly into the right workflows – without manual handovers. All leads and sources are visible at a glance, with tracking and cross-checking via Google Analytics.

Quoting and contract signing: Qualified enquiries are turned into quotes directly in Lime. Shared team pools speed up response times, while easy follow-up ticket creation supports cross-departmental tasks. Digital signatures via Lime eSign reduce friction and save valuable time. Sales performance is tracked directly in Lime – from response times and lead times to the overall pipeline.

“With Lime CRM, we finally have a shared foundation for all customer-related processes. From the first lead to ongoing communication, everything runs in one system – fundamentally changing the way we work together.”

Stefan Schöler

Leiter Non-Commodity und Marketing

Stadtwerke Stralsund

Ticketing and email integration: The entire inbox and customer communication are managed through the ticketing system. AI automatically assigns emails to the right tickets, categorises and tags them, and routes them to the relevant teams. This provides full transparency on response times, a complete communication history at a glance, and a consistent, professional customer experience.

Newsletter and campaign management: For the past year, all newsletter segmentation, creation, distribution and reporting have been managed directly in Lime. With 30,000 recipients, a bi-weekly customer newsletter and monthly newsletters for individual departments, Lime Marketing is at the heart of external communication. Audience segmentation based on customer data and integrated campaign reporting make marketing measurable.

kVASy integration: The bi-directional integration between kVASy and Lime CRM provides a 360° view of the customer. Customer data from multiple kVASy instances flows automatically in both directions, eliminating duplicate data entry and manual transfers.

Result at a Glance

With Lime CRM, Stadtwerke Stralsund has found a platform that grows with its transformation. Sales, service and marketing now work from one system, with full visibility of every customer interaction, faster response times and a customer experience that reflects its ambition to be a modern solutions provider.

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About Stadtwerke Stralsund

Stadtwerke Stralsund is a municipal group with a balance sheet total of around €345 million, approximately 350 employees and six subsidiaries under one roof. As a regional infrastructure provider, it supplies the Hanseatic city and the surrounding region with electricity, gas, district heating, drinking water, fibre broadband and charging infrastructure – including a 58 km district heating network with around 600 service connection stations and more than 400 charging points across Stralsund and Vorpommern-Rügen.

Its mission: reliable supply, sustainable infrastructure and value creation for the region.

New industry report out now!

What will be the biggest challenge for the utility industry in 2026? And where are energy companies investing the most? You’ll find the answers in “State of Utility 2026”.

Download the report here
Download the report here
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