Improving customers' lives
Putting our customer first.
In today’s liberalized energy markets utilities have to compete for customers and differentiate themselves by offering a superior customer experience. E.ON launched an excellence initiative in 2014, supported by ECON. This initiative is known as End-to-end customer journeys. The main goal was to support all E.ON regions to improve their customer journeys by bringing in the right methodologies and tools and applying them together.
The project at a glance:
- Objective: Improve customer experience by designing customer journeys
- Client: E.ON Group Management
- Location: Germany, Sweden, UK, Italy, The Czech Republic, Romania
- Duration: 12+ months
- Team: 7 consultants
The key for journey design is the critical discussion with our customers. ECON provided the methodology, e.g. the tool of personas enabled E.ON employees to o put themselves in the customers’ shoes. A joint approach with sprints was developed in order to balance standardization for customer journey design across regions. A sprint is a six-week long project in which two members of the ECON team work closely with local experts as well as experts from the global Center of Competence for Customer Experience to focus on specific changes or end products.
The sprints bring tangible changes, such as setting up dashboards to monitor indicators or journey. In addition, we implemented improvements into existing customer journeys. All of the great work that has been developed in the different countries has been put into a consistent format that is easy to share and does not stay within one country.
“Overall, this is probably the most rewarding and challenging project of my career. I not only learnt a lot on the content side, but also on the project management side - especially towards the end where I had the opportunity to lead a sprint and manage a team of E.ON clients."
Ligia, Senior Project Consultant
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