Case Study: Eneco achieves streamlined, faster customer service with Avanade and Microsoft Dynamics CRM

Eneco Streamlines Customer Service with Microsoft Dynamics CRM

Eneco, a Dutch energy supplier serving 2.2 million households and businesses, needed to improve customer retention and modernize a fragmented, outdated call-center setup that struggled with multi-channel contact and inconsistent customer experiences. With about 1,200 customer-service employees, the company sought a scalable CRM platform to unify customer information, support sales and service interactions, and reduce cost-to-serve.

Eneco selected Microsoft Dynamics CRM and partnered with Avanade for a 1.5-year implementation that delivered a single-screen, guided workflow for agents and trained staff via a six- to nine-week e-learning program. The result was rapid adoption—agents were productive within hours of go-live—service levels returned to parity quickly, handling times fell, and Eneco gained better, actionable customer data to improve future service and sales.

Eneco

Jolanda van de Meer

Product Owner