Digital customer portal for energy trading: efficient management & onboarding

The customer portal as a central point of contact

The client portal bundles all relevant functions and enables existing clients to manage all onboarding and trading requests in one place.

• Access for existing customers only: Currently, the portal is only accessible to customers who are already registered and have an account with MarketAccessDesk. In future, the entire initial onboarding process will also be integrated.
• Registration and identification process: Customers can log in using a single sign-on or secure login method and immediately view their requests, documents and current processing status.

Example: Trade new product

An existing customer wants to trade not only existing energy products on the MarketAccessDesk, but also new derivatives. He applies for the product extension in just a few clicks via the portal. He uploads the necessary documents (such as financial data or risk assessments) directly. He then keeps track of the status of the activation without having to send extra e-mails to different departments.

Automated backend processes thanks to OneAdmission

As soon as a customer starts a request in the portal, tickets are automatically generated in the OneAdmission project. This project serves as a central control system for all internal teams.

• Assignment to responsible teams: Depending on the topic (e.g. creditworthiness, compliance, clearing), OneAdmission creates separate sub-tickets and assigns them to the right specialist departments.
• Clear workflows: Each process runs through clearly defined phases. This minimizes errors and increases processing speed.
• Clear history: All changes and comments are documented in the OneAdmission project so that every employee can fully understand the processes.

• Onboarding Closure: Refers to the closure or termination of an account.
• Onboarding: For adding new products or canceling a membership.
• Onboarding: Controls the admission of markets.
• Admission: Specific membership process for certain clearing requirements.
• Credit Analysis: Automatic forwarding to the finance department to check creditworthiness.

The wide range of workflow options covers every scenario, be it a complete change of member, a change of address or the addition of new board members.

Three main processes for the customer

You can currently initiate three main processes in the portal:

1. Product extension (Product Extension)
   • Add new products or markets to expand the trading portfolio.
   • Extend existing products to new exchanges, provided these are technically and regulatory available.
2. Change of company data
   • Change of address: Office moved? Simply enter the new address and upload documents.
   • Board change: New members on the board? Enter them and have the Compliance department carry out the necessary checks.
   • Clearing member: Change the bank details or add a new clearing house.
3. Termination of markets or products (termination requests)
   • Partial termination: Only close the trading of certain products or certain markets.
   • Complete termination: End your membership and terminate all trading relationships.

All of the above requests are mirrored directly in the service portal. There, employees check whether the uploaded documents are complete. As soon as everything fits, the corresponding workflows are triggered in OneAdmission.

Step-by-step process

1. Customer logs in
   • Via a central dashboard, they have access to requests that have already been submitted or new requests that need to be submitted.
2. Customer selects desired process
   • Click on "Add product", "Make change" or "Cancel".
3. Upload relevant documents
   • Forms, proof of identification, financial documents, etc.
4. First inspection by service team
   • The completeness of the documents will be checked. Further documents may be requested.
5. Automatic ticket creation in OneAdmission
   • The respective workflows start and distribute the tasks to the responsible departments.
6. Feedback and tracking
   • The customer can see the current status in the portal at any time. If necessary, they will be asked to provide further information.
7. Final release
   • As soon as all steps have been completed and checked, the customer receives confirmation and can access the new product or changes are officially in force.