Case Study: Large European Energy Provider maintains customer service continuity and scales chat support 3X with EdgeVerve’s AssistEdge Engage Chat

How a European Utilities Company Leveraged EdgeVerve’s AssistEdge Engage Chat, During The COVID-19 Pandemic Our client is one of the largest energy providers in Europe, with 45,000+ end-users mostly based out of Europe and the UK

Large Energy Provider, a major European energy company with 45,000+ end-users, faced serious disruption when COVID‑19 forced staff to work from home. Employee homes lacked the infrastructure to handle phone support, there was no queuing system so end‑users experienced long waits, and no alternative live channel existed to ensure continuity of IT and service desk support. EdgeVerve’s AssistEdge Engage Chat was available as a ready channel to address these challenges.

EdgeVerve deployed AssistEdge Engage Chat as a multilingual, simultaneous-chat service desk with chat routing, queue notifications, canned responses and email-to-chat closure templates, promoted alongside the client’s workplace services team. The solution scaled to handle a 3X increase in chat volume (a 200% rise from 6% to 18%), reduced call overload, gave users wait‑time visibility, standardized responses and enabled continued internal and customer support during lockdown, accelerating chat adoption.