Case Study: E.ON achieves omnichannel, personalised conversational customer experience at scale with iAdvize

E.ON - Customer Case Study

E.ON, a leading European energy supplier serving over 32 million customers, needed to modernize its digital customer experience by meeting people where they already communicate—chat, Facebook, WhatsApp—and to scale support for a core 40–50 age group while boosting satisfaction and loyalty in a competitive, liberalized market. The challenge was to offer omnichannel, personalized, always‑available communication and to balance automation with high‑quality human support.

E.ON implemented iAdvize’s unified conversational platform, combining chatbot automation for routine queries with seamless handoff to human agents, integrated with CRM and extensible via APIs. The solution delivered real‑time reporting, multichannel handling on a single interface, 24/7 self‑service for simple tasks and prioritized human attention for complex issues—resulting in greater availability, improved customer experience and loyalty, and a scalable strategy for future digital communication.

E.ON

Nikolai Berenbrock

Product Manager Interactive Communication