Local energy utility reduces service backlog by >2000 cases and establishes digital customer engagement

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Local energy utility faced increasing service requests leading to extended response times and impaired customer experience. Through systematic optimization of customer service operations and implementation of digital solutions, the organization achieved significant operational improvements.

2000

cases reduced in service backlog

Service inefficiencies and customer experience gaps

Customer service operations were confronted with growing number of service requests causing prolonged reaction times and negatively impacting the overall service experience. The organization needed concrete optimization potential identification and implementation measures for customer service and operations improvement.

Two-phase transformation with six sub-projects

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 CX gains

Established defined CX Maturity Level and organizational development roadmap. Achieved structured integration of end-to-end customer orientation through comprehensive internal SWOT analysis. Aligned target vision across all business units with concrete 3-year NPS targets. Delivered actionable implementation plan with prioritized initiatives and concrete optimization measures.