Enhancing customer experience & commercial performance with digital operations

NTT DATA transformed the B2B energy customer journey by digitalizing customer interactions, enabling self-service capabilities, and improving portfolio visibility. The initiative enhanced customer experience, increased commercial agility, and streamlined operational processes across the energy value chain
How digital operations improve customer experience and commercial performance in energy markets
Real-time visibility
Real-time portfolio visibility covering 100% of energy positions
Trader efficiency
Reduction in manual operational tasks thanks to process digitalization and automation
Improvement in sales conversion
Enhanced customer interaction and self-service capabilities
Customer Satisfaction
Increase (NPS) driven by improved transparency and user experience
Digital customer engagement and smarter energy portfolio management
Digital customer engagement and smarter energy portfolio management
Digital transformation of the B2B energy sales and Optimization portfolio management
Objectives
Improve B2B customer experience, centralize portfolio visibility, and streamline the management of complex energy products through a digital customer portal
Opportunity
Growing demand for digital and self-service energy services. Increasing complexity of energy portfolio management. Need to improve customer experience and operational efficiency
Enhancing customer experience and operational efficiency

Fragmented customer journeys and operational complexity

Key Challenges
Fragmented customer interactions across channels
Multi-channel customer interactions:
Fragmented customer interactions across multiple channels and systems
Limited real-time portfolio visibility
Limited portfolio visibility:
Limited real-time visibility of the energy portfolio and trading positions
Manual processes limiting efficiency and scale
Manual and inefficient processes:
High dependency on manual processes impacting efficiency and scalability
Rising expectations for faster digital energy services
Rising customer expectations:
Increasing customer expectations for digital, transparent, and fast services
Complex energy product management
Complex product management:
Limited digital capabilities for managing complex energy products
Solution

Digital customer engagement and integrated portfolio management

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Digital customer portal:

Implementation of B2B customer portal, enabling self-service capabilities, real-time contract management, and digital interaction

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Integrated portfolio management:

Deployment of an ETRM to centralize and optimize energy portfolio and risk management processes, fully integrated with real-time B2B customer portal activity

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End-to-end system integration:

Integration of the front-end systems (customer-facing) and back-end systems to ensure end-to-end data consistency across the full energy lifecycle activity

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Workflow automation:

Automation of key operational workflows to improve efficiency and reduce time-to-market

Impact
Turning digital transformation into real business impact

Optimizing energy management and moving into real-time imbalance management by digitalizing the interaction with customers to capture nominations and building dynamic products for active demand-response customers

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