Global 
Germany 
Regional energy provider transforms customer service achieving efficiency gains and reduced response times
Regional energy provider faced long reaction times and high number of open service requests from municipal operations, leading to negative customer experiences and inefficient service delivery. Through comprehensive transformation approach, the organization achieved significant operational improvements.
60
%ticket processing rate increase
Service inefficiencies and customer experience gaps
Insufficient customer centricity, inadequate end-to-end visibility of the organization, outdated system landscape, missing channel strategy, unclear personnel requirements, and lacking reporting resulted in inefficient operations and lack of transparency in customer service delivery.
A two-phase transformation strategy
Phase 1: Interview-based approach to create factual foundation covering volumes, processes, steering mechanisms, and KPI dashboard development for continuous service KPI tracking.
Phase 2: Cross-functional project team setup with 6 sub-projects including operational support for implementation measures to achieve specific targets.
"Eve not only provided strategic consulting but also developed and steered implementable solutions together with our teams. The collaborative work enabled us as a local energy utility to restore our service quality to a high level. The strong expertise from comparable service projects as well as the close and personal collaboration with our teams were important ingredients for this joint succes."
Measurable operational and customer experience gains
Comprehensive transformation roadmap with five work packages and >20 prioritized measures established. Contact volume reduced by ~30% through digital channel optimization. Service backlog eliminated via dedicated task force, increasing ticket processing rates by ~60%. Customer experience dramatically improved: doubled reachability and halved waiting times within four weeks. Sustainable operational excellence achieved through employee enablement and agile implementation methodology.
A regional german utility powering homes and businesses
Regional municipal utility company in Germany providing comprehensive energy services including electricity, gas, water, and heating to residential and commercial customersmunicipal and residential customers.
