Case Study: EDP Comercial (Energias de Portugal) achieves agile digital transformation and faster, more reliable customer service with Celonis

EDP Comercial supercharges digital transformation with Celonis

EDP Comercial, part of Energias de Portugal, needed to future‑proof its operations by embedding business agility across departments, unifying end‑to‑end processes like Sales‑to‑Debt and Customer Care, and delivering faster, more reliable customer service. To drive that digital and business transformation they selected Celonis and its Execution Management System (EMS) to give teams end‑to‑end visibility and the flexibility to act on process insights.

Using Celonis EMS’ process mining, machine learning and automation capabilities, EDP Comercial interconnected B2C processes, rolled out agile ways of working beyond IT, and gave teams proactive alerts and automated actions to close execution gaps. Celonis enabled faster, sharper decision‑making, reduced error‑handling time, improved operational transparency for compliance, and boosted customer service reliability — supporting EDP Comercial’s broader goal of moving 85% of its systems to the cloud.

EDP

Allen Vasconcelos

Head of Digital Hub within the Digital Global Unit