An efficient model for customer operations is very important for energy companies like Innova, with a high volume of customer contracts and a small back-office team.
From a competitive advantage, the customer experience needs to be as smooth as possible since there are almost no differentiating factors when choosing an energy provider, besides the lowest price in the market.
Their current customer portal didn’t integrate with their back-end systems, which resulted in a high inefficiency due to manual updates that were required to change customer information. Our challenge was to build a new customer portal that integrates with their back-end systems to sync information automatically with no manual interventions needed. The customer experience had to be as intuitive and smooth as possible with reliable and up-to-date information for the customer to make informed decisions about their energy usage.
Within three months we build the first version of this customer portal with an agile team consisting of one architect and developer, product owner and in-house designer from Innova. With the current size of the customer service team, they can now serve double the amount of customers.
Some key facts:
• Application is used by 10.000+ clients of Innova Energie.
• Application is built on top of Microsoft Access.
• Close collaboration with Innova, where they provided design, technical testing and user acceptance testing.
