The challenge
Rising customer expectations, slow resolution times, and fragmented service workflows are putting traditional utility providers under pressure. For our client, these challenges were all too familiar. Manual intake processes, inconsistent role responsibilities, and a lack of visibility into service performance led to operational strain and growing dissatisfaction among customers.
Recognizing the urgency for change, the utility turned to Eraneos with a clear ambition: to build a scalable, automated, and transparent customer service model that meets the needs of today’s digital-first energy customers without compromising personal interaction or regulatory compliance.
The approach
In close collaboration with the client, Eraneos designed and delivered a multi-lever transformation strategy focusing on three areas:
- Digital intake: New digital service channels were developed to better manage incoming inquiries and route them effectively from the first touchpoint.
- Skill-based routing: Manual case assignment was replaced by a smart engine that matches cases with the right expert immediately.
- Operational transparency: A new process model with defined roles and a real-time KPI dashboard gave teams and leadership the insights needed to steer service performance.
The transformation was delivered pragmatically, with Eraneos combining strategic design and hands-on support. Together with internal teams, we ensured change was both fast and sustainable, built to last in a dynamic customer service landscape.
“The close, trust-based collaboration with Eraneos and the experience from similar projects were key success factors. Together, pragmatic and effective solutions were implemented that measurably improved our service quality.“
The results
The impact was quickly visible. Open issues dropped by 80%, complaints were cut in half, and routing became fully automated. Teams now work with clear responsibilities, supported by live performance data. Most importantly, the customer service function is now ready to grow and adapt in step with customer needs and expectations.
About the client
A regional utility provider delivering essential energy and infrastructure services in Germany. With a strong commitment to innovation and service quality, it plays a key role in the country’s energy transition and digital transformation.
