Case Study: TotalEnergies Belgium reduces customer acquisition costs by 15% and boosts conversion rates by 20% with Camunda

Power through process orchestration: How TotalEnergies Belgium revolutionized its customer acquisition processes with Camunda

TotalEnergies Belgium needed to modernize its customer acquisition and onboarding after relying on a hardcoded Java/GWT tool that was expensive to maintain, hard to change, and offered poor process visibility and collaboration—issues that slowed regulatory adaptation and drove developer turnover. To address this, the IT Activation Tribe evaluated process orchestration platforms and selected Camunda (including Camunda Modeler) to bring BPMN modeling, visual orchestration, and standards-based collaboration to their workflows.

Using Camunda and Camunda Modeler the team modeled, orchestrated and automated customer workflows—first proving the approach by integrating 300,000 customers and then rolling out full registration scenarios. The implementation automated 40,000 registrations per year (with >70% automation in some buying groups), more efficiently processed another 200,000 registrations, improved conversion rates by 20%, reduced cost-per-acquisition by 15% (from €5 to €4.25), and delivered roughly €200,000 in annual savings, while improving developer and agent experience.

TotalEnergies

Adrien Fourneau

SalesForce and IT Activation