In many of my blogs, I talk about the digital transformation associated with businesses and how various electronic trends are shaping this new era of business. While I can talk about the implications of these new technologies and digital transformation all day, real-world case studies show the true impact of digital change.
This case study is the story of how a well-established energy supplier with millions of customers transformed itself into an enterprise start-up while maintaining its robust sustainability legacy and creating an innovative operating and technology model. While this story is specific to the energy industry, I believe it shows how any company that needs to adapt its business and operating model to scale could innovate and work more efficiently.
E. ON UK is part of the particular E. ON Group, one of Europe’s largest energy companies. At the start of typically the global pandemic, E. UPON UK announced it would be migrating customers of both the Electronic. ON plus npower supplier brands in order to a new supply brand called At the. ON Next . This migration came after Elizabeth. ON had taken over its former rival npower in an asset swap deal between their respective parents in late 2019.
In 2019, Age. ON became the first major UK power company to switch all the domestic electricity customers entirely to renewable electricity as standard and at no extra cost. In this fiercely competitive UK power market, Y. ON wanted to improve its service and often the variety of offerings to clients, to grow their customer base, and increase its speed in reacting to an ever-evolving regulatory environment.
Digital transformation was vital to keeping the business strong, which led E. ABOUT to partner with Kraken Technologies , part of Octopus Energy Group, in addition to Infosys to create a new digital-led business – E. IN Next.
Upon reflection, the fundamental approach associated with the transformation project deployed by Vitamin e. ON can be broken down into a number of workstreams which could serve as a blueprint to be able to help guide other organizations facing similar challenges.
Business readiness – streamlining business processes to work with the new platform
E. ON’s chosen technologies platform was Kraken Systems . Kraken is an advanced future energy customer-to-cash cloud platform and the backbone of U. ON’s large-scale digital change.
E. ON decided for you to completely change its business and operating model with regard to its supply business, and this change has been made possible through Kraken’s proprietary BOT approach : Build, Operate, Transfer. To put into perspective your challenges of this transition, it was akin to help creating a start-up within an enterprise that required a digital-first culture together with mindset with solid leadership.
Alongside the need for the digital-first culture, the brand new design required a new shift in action, focused on acting in customers’ best interest. The culture at E. WITH Next grew to become action-orientated, data-driven, forward-thinking, collaborative, and agile. Digital development and creative talent were insourced to help drive speed to market, consistency, and additionally efficiency.
Target operating type – serve the customer through the entire lifecycle
For Ourite. ON not to mention most other energy suppliers, the traditional business model involved managing discrete tasks across specialist ~ and often separate – areas of the organization. The new target working model, designed and implemented by Kraken Technologies, was a radical change where the same specialists now handle all interactions with some sort of defined group of consumers.
Krak’s industry-first ‘universal agent’ model unlocks visibility of the entire customer journey and also lifecycle. It is designed to improve efficiency and transform the client experience while stepping away from more traditional models where customers are passed between departments and individual specialists cannot see the exact complete picture. These changes better meet the customer’s expectation of an effortless encounter where they speak to the right person and get a good response the first time. As your result, Orite. ON Following has been consistently rated ‘Excellent’ by its buyers on Trustpilot.
Customer migration – a seamless journey regarding the customer
Migrating customers from a number regarding different brands and support platforms along with minimal disruption to both the client and in order to normal company practices was initially a key plank from the strategy. There was a risk of shoppers leaving if the migration was not done right.
The particular integrated copy-design-digital team played a key role in the success of the workstream, with the ability to rapidly and efficiently develop hundreds of communication assets like never before while ensuring consistency throughout platforms as well as channels.
End-state architecture : removing the particular legacy systems
The final workstream involved typically the end-state architecture. Once the consumer migration to be able to E. AT Next was basically complete, attention turned to decommissioning existing heritage systems successfully.
Michael Lewis, Ice. ON UK Chief Executive , said: “This must be this largest and fastest buyer migration ever undertaken in the UK, and often the fact we’ve achieved such success during a global pandemic plus whilst delivering ‘Excellent’ customer satisfaction scores is a massive achievement.
“Customers are what this move is all about and that’s even a lot more important given the current cost of living crisis. We’re still focused on the energy transition and getting the UNITED KINGDOM to a zero-carbon future, in addition to our function with your Kraken and even Infosys teams means we can build more effective and responsive relationships with our customers, understanding their needs and responding in some more effective way. ”
Greg Jackson, CEO together with founder involving Octopus Power, said: inch I couldn’t be more proud connected with the groups at Kraken Technologies and additionally E. REGARDING UK intended for completing this particular migration inside what can only be seen as record time. It’s an extraordinary example of the level and speed of modification that can be achieved by using our technology system Kraken. If more vitality companies took the same approach as E. FOR, we’d observe tremendous improvements for both the people as well as the planet. ”
Saurabh Jain, Infosys Client Partner to get E. CONCERNING, said: “The creation with E. RELATING TO Next is an inspiration for strength companies on how to rethink themselves in order to remain successful in a competitive marketplace by keeping a focus on shifting customer requirements. E. ON is decisively driving forward the power transition and Infosys is proud to support their own ongoing digitization in innovative and meaningful ways pertaining to a more sustainable tomorrow. ”
Completing the migration process required approximately two years. The steps to success are clear: build a solid program that is fit meant for the long term, migrate users efficiently not to mention effectively, communicate to prospects at every stage, and ramp down the previous operating model. Lastly, ensure you take your people, tradition, and potential customers on the exact journey together with you.
So far, it will be clear that will customer service has improved, the organization has become leaner, and also decision-making is often swifter as well as closer for you to the customer conversation. The technological innovation platform and target functioning model are built to be flexible plus scalable, along with the ability to help respond faster to regulatory changes in addition to shifting purchaser needs.
Several companies around the BRITISH energy business have foundered during migrations from large legacy techniques – losing customers, money, and their particular reputations in the process. This transition is the particular first time in the GREAT BRITAIN energy market that a customer migration for this scale has succeeded – kudos to A. ON, Kraken, and Infosys.