Case Study: Eneco eMobility boosts customer care productivity with Capgemini and Generative AI

Eneco eMobility supercharges its customer care with generative AI

Eneco eMobility, a fast-growing charging services provider in Europe, was under pressure to handle rising customer service demand better, faster, and at lower cost as EV adoption accelerated. The company turned to Capgemini and Microsoft Dynamics 365 Contact Center, a Copilot-first cloud contact center powered by generative AI, to improve customer care and support its agents.

Capgemini implemented the solution in an iterative pilot-led rollout, starting with a small group of expert agents and expanding quickly; the first groups were live just five weeks after ideation. The results included a 50% reduction in average wrap-up time, training time cut from four hours to one, higher case throughput, lower licensing costs, and improved customer and employee satisfaction, with the success in Belgium now expanded to the Netherlands.

Eneco eMobility

Maarten van der Beek

Chief Technology Officer