Case Study: Eneco boosts customer satisfaction and loyalty with Capgemini

Digital Reinvention Requires A Customer-Obsessed Organization

The Eneco Group, a leading European sustainable energy provider, faced a perfect storm of disruptive trends, including empowered customers adopting smart technologies and new digital firms disrupting the traditional utility market. To avoid becoming digital prey, Eneco needed to accelerate its digital transformation, make its core business more customer-relevant, and develop new digitally enabled business models. To support this, they collaborated with the vendor Capgemini on their business technology transformation.

Capgemini was engaged to outsource and manage Eneco's supporting infrastructure and shared commodity technology. This partnership allowed Eneco's internal tech managers to reskill as business technology consultants focused on innovation. Furthermore, Capgemini collaborated directly with Eneco on the international rollout of its successful Toon smart thermostat platform. The solution delivered significant results, including a greatly improved Net Promoter Score, a 60% reduction in customer churn among Toon users, and a strategic path for new digital services to generate 50% of global revenues by 2025.

Eneco Group

Joeri Kamp

Chief Innovation Officer