Eneco - Customer Data Platform Development

Case details

Situation & background

Eneco is one of the biggest energy companies in the Netherlands and is striving to be the number one energy supplier of the country. Smart use of customer data, insights and really getting to know every individual customer are important factors in achieving this.

However, understanding and using this big data to benefit the customer experience is quite complex. Eneco owns a total of three seperated brands (Eneco, WoonEnergie and Oxxio). The quantity of customer data is gigantic, the structure of customer data is complex and access to data and its insights for the right people (sales, marketing & service), to utilize all customer touchpoints optimally, is limited.

Challenges

Pain points of data structure and hierarchy

To solve the pain points of data structure and hierarchy, create one platform with which one unique and complete customer view of every prospect, customer or ex-customer can be created per label To address these pain points in the organization and IT-infrastructure, Eneco has opted for the implementation of Microsoft's Customer Data Platform, Dynamics 365 Customer Insights. This way Eneco:

Provides itself with one place in the organization in which the various flows of customer data assets can be combined within one central platform.

Builds from various fragmented sources with customer truths to one unique customer profile per unique individual, followed by one customer data model.

Enriches its own data with local, regional and geographic datasets, market data or other external datasets that can 'predict' something about its customers.

Maintains its customer data GDPR-proof and organized within one platform.

Obtains one platform in which it can orchestrate Machine Learning-driven actions towards its customers and internal employees through its various channels in the future.

Opens up one platform that the right people in the organization can use to optimize each of their customer interactions.

The solution

The right objectives, user stories and functional requirements.

Together with Intouch365 Eneco has gradually realized the Customer Data Platform for its three labels using a scrum approach. The right objectives, user stories and functional requirements were extracted via the scrum approach, which were subsequently developed in the platform. Through tailor-made training courses, in combination with the scrum approach, knowledge is anchored in the right places in the organization so that the three labels can use the platform independently.

At the moment, the development of strategy, vision and the future further development of its DXP Architecture is constantly being fleshed out through a structured continuous collaboration. In addition, Intouch365 supplies consultants who maintain the platform on a weekly basis and fulfill new wishes and further development.