Case Study: Eni achieves personalized, secure digital customer spaces and reduced support calls with Liferay

Towards a digital customer relationship

Eni, the second‑largest natural gas supplier in France and an electricity provider since 2017 with about one million energy customers, set out in 2014 to modernize its customer spaces. The goal was to deliver a better self‑service experience (bill downloads, consumption visualization), improve integration and maintainability with existing CRM and billing systems, secure customer data, and support both individual and business customers—including multi‑site management for large accounts.

Eni selected Liferay for its personalization and integration capabilities, building unified portals with profile management, consumption monitoring, billing and invoice download, automatic meter reading, editorial content, FAQ/contact tools and configurable admin rights for businesses. The platform gave marketing teams content autonomy, reduced calls to customer service, and grew usage (about 660,000 personal accounts and 50,000 professional accounts), while enabling further digitalization plans such as chatbots, web call‑back and online subscriptions.

Eni

Emilie Reigneau

Digital Transformation Program Manager