Initial situation and objectives

As one of Austria’s leading energy and infrastructure service providers, Salzburg AG is a key driver for the quality of life and economic strength of the entire region. Parallel to the continuous expansion of future-oriented infrastructure, the company has also developed the ambition to further modernize internal processes in a targeted manner and to create new digital services for customers.

Although an e-signature solution from a US provider was already in use, additional potential for more flexibility, simpler processes, maximum legal security in the European context and a more sustainable and transparent cost model became apparent in day-to-day work. At the same time, there was a desire to enable completely new digital use cases in customer service – for example through end-to-end processes without media discontinuity, such as the subsequent implementation of Fastlane.

Why sproof?

• Away from US software: The decision in favor of sproof was a clear commitment to Europe’s digital sovereignty.
  
  
• Massive cost savings: The switch drastically reduced the considerable license costs of the old system and allowed the budget to be used more efficiently.
  
  
• Sustainability as a metric: since switching to the European sproof platform, Salzburg AG has already saved over 250,000 sheets of paper a year thanks to legally compliant digital signatures. With the new processing of SEPA direct debit mandates via sproof Fastlane, this effect is now multiplied massively: the company has the potential to save over a million sheets of paper in the future.
  
  
• Agile development: Thanks to close collaboration at eye level, individual backlogs and API connections (e.g. to SAP CRM) were implemented in record time.

The change: digital sovereignty instead of US dependency

Although the company was already using an e-signature solution from a large US provider, those responsible encountered massive hurdles in practice. The structures for preserving evidence, data storage outside Europe and, above all, the “horrendous license costs” no longer fitted in with the long-term strategy.

After intensive market research, Salzburg AG opted for sproof, a European platform for digital signatures and identity verification from Austria, which was developed as a powerful alternative to US providers. Several factors were decisive:

1. Digital sovereignty: Full GDPR compliance and data storage within Europe met the high requirements for data protection, compliance and long-term digital sovereignty.
   
   
2. Maximum legal security: With qualified electronic signatures (QES), sproof offers the necessary legal security for all types of contracts and regulatory requirements in the European environment.
   
   
3. Flexibility & agility: The ability to implement individual requirements (e.g. API connections to SAP CRM) quickly and at eye level.
   
   
4. Transparent and sustainable cost model: Compared to previous solutions, sproof impressed with a comprehensible, scalable cost model that offers long-term planning security.
   
   
5. Customer journey focus: Low entry barriers – customers can sign documents without registering, which increases completion rates and improves the customer experience.
   
   
6. Certified information security: ISO 27001 certification underlines sproof’s high standards of information security and ensures compliance with internationally recognized security standards.
   
   
7. Role and rights management: A finely graduated role and authorization concept enables secure control of access, responsibilities and approval processes – essential for use in complex enterprise and group structures.

“It’s always nice to be able to say: We have European stability with us, where we are legally secure. That helps us enormously with audit issues.” – Markus Schmidt, Head of IT & CIO, Salzburg AG

Fast SaaS implementation and seamless API integration

The technical implementation of sproof went smoothly. As a SaaS solution, the platform was quickly activated and gradually integrated into existing processes. Requirements were prioritized in regular coordination meetings and implemented in a joint backlog. Integration into central systems such as SAP CRM took place via the API connection, allowing signature processes to be mapped completely digitally and automatically.

“We quickly realized that sproof was able to implement the necessary system changes very quickly. They always had an open ear for our needs – and that was the decisive factor in our decision.” – Roman Wallinger, Head of IT Security & Governance

Use case: sproof Fastlane in customer service

The paperless SEPA direct debit mandate is a real milestone in the cooperation. The integrated sproof Fastlane enables a seamless workflow: customers scan the code on the invoice, fill out the mandate digitally and sign it in the same step. The decisive advantage: no login or registration is required.

Digitization of the SEPA direct debit mandate

1. Hybrid access: Customers can access the digital document directly via a QR code on paper invoices or a hyperlink in emails.
   
   
2. Error-free completion: Data such as the IBAN is validated as it is entered. This saves tedious reworking in the back office.
   
   
3. Seamless integration: The signed document is automatically stored in the CRM, the bank details are updated directly in the SAP system.
   
   
4. Full branding: In order to strengthen customer confidence, all communication (e-mails, certificates) is carried out in the corporate design of Salzburg AG.

“The Fastlane project serves as an ideal blueprint for future applications. The provision of digital SEPA forms already offers our customers enormous added value, as they can activate their direct debits easily and without any complications.” – Thomas Oberdorfer, Head of Customer Service, Salzburg AG

Added value for Salzburg AG and customers

• End-to-end digital customer journey
  
• Significant time and cost savings in the back office
  
• Elimination of scanning, printing and post-processing work
  
• Error reduction through verified data input
  
• Complete branding in the look & feel of Salzburg AG

“We are talking about a dimension of over 250,000 pages per year that we save by digitizing with sproof.” – Christian Perner, IT Process Manager, Salzburg AG

Outlook: The journey continues

Salzburg AG is already planning to extend the success of Fastlane to all customer communications – from tariff changes to new contracts. The integration of the EUDI Wallet – via sproof Ident – for digital identity verification (especially in the telecommunications sector) is also on the roadmap to make the customer journey even more secure and simple.