Case Study: a major Spanish utility provider improves customer experience and cuts costs with Capgemini ADMnext

Modernization of a major Spanish utility provider’s customer interaction portal with Capgemini

A major Spanish utility provider partnered with Capgemini and its ADMnext service to address challenges with its outdated customer portal, known as Virtual Office. The legacy system was difficult to maintain, costly to scale, and failed to meet rising customer expectations for a seamless online experience, which was impacting customer retention.

Capgemini implemented a modernization solution using an Agile model, introducing new technologies including a Spring framework for the back-end and React JavaScript for the front-end to create a nimble, one-stop shop for customers. The results included a significantly improved customer experience, a modernized architecture for simpler maintenance, and a 10% reduction in recurrent costs for the utility provider.