Case Study: Eneco achieves rapid, scalable smart-thermostat order automation with AgilePoint

Using Process Automation to Keep Pace in a Rapidly Evolving Energy Landscape

Eneco, a leading Dutch energy provider expanding into smart-home services with its Toon thermostat, needed to modernize and automate its end-to-end order, delivery and billing processes. After deploying Microsoft Dynamics CRM, the company found it difficult to orchestrate customer workflows and give call agents clear visibility into order status, slowing order handling as the smart-home market scaled rapidly.

Eneco implemented AgilePoint as a business process automation engine and formed a fusion team to model and integrate the Toon order and delivery flows visually with Dynamics CRM. The solution gave non-CRM users dashboard visibility, enforced enterprise governance and security, and let business analysts make rapid changes; it processed 15 million process instances in the first month and significantly sped up order processing and agent troubleshooting.

Eneco

Paul Beumer

Technical Developer