Utility companies are facing rising customer expectations and increased operational pressure. As energy markets evolve and regulatory complexity grows, delivering fast, high-quality service has become a business-critical capability. When one regional German utility encountered a customer service crisis, Eraneos partnered with them to rapidly stabilize operations and rebuild customer trust.
The challenge
Utility providers have long underestimated the importance of customer service. Today, poor service experiences are a top driver of customer churn. External factors like volatile energy prices and government interventions have further heightened customer sensitivity and contact volumes. In 2024, one of our clients – a major German energy provider – felt this firsthand. Their customer service team was overwhelmed, with voice channel availability dropping below 30% and non-voice backlogs ballooning 15x. A vicious cycle of complaints and service failures was in full swing.
“Creating outstanding service experiences and sustainable customer loyalty – with the Eraneos three-lever approach implemented in just 6 months.”
The approach
Over 6 months, we implemented a focused three-phase approach. In phase one, we conducted a comprehensive assessment of the end-to-end customer service operation, interviewing teams and analyzing data. In phase two, we derived targeted solution measures across 3 key levers:
- a structured intake process to optimize and digitize contact volume
- smart routing to balance demand and capacity
- efficient case processing to improve accessibility
In phase three, we worked with cross-functional client teams to prioritize, design, and implement these measures.
The results
Within 6 months, we had implemented the majority of defined measures. This included a structured in-person service concept, automated routing, and AI-driven case handling. The impact was tangible – 90% reduction in response times, over 90% accessibility, and near-zero customer complaints. These improvements not only stabilized operations, but enhanced satisfaction and reduced employee workload, laying the foundation for long-term service excellence.
About the client
Our client is a regional German energy provider serving 150,000 customers. Beyond energy, they operate across grid services, mobility solutions and public swimming facilities – positioning themselves as a versatile municipal utility with strong local presence.