Case Study: EDP Group (EDP Valor) achieves 17% increase in customer satisfaction with OutSystems

Energy Group EDP Shared Services Unit Increases Customer Satisfaction by 17% in One Year with OutSystems

EDP Valor, the shared-services unit of global energy group EDP serving 60+ group companies in 13 countries, needed to replace its limited ticketing system with a centralized customer service platform that would support a broader range of services, provide real-time status and feedback, and improve operational control and reporting. The old system lacked interaction, consistent processes, and clear SLAs, resulting in poor customer experience, inefficient operations, and low productivity.

Working with OutSystems and partner Noesis, EDP Valor rebuilt the platform as Easy4u 2.0—delivered after a short vision phase and a five-month build—with features like attachments, prioritization, real-time status, SAP and IVR integration, and service dashboards. The system now serves ~88,000 users, handles 4,500 requests daily, increased customer satisfaction by 17% in one year, improved efficiency and communications, and is being rolled out across more group companies and countries with mobile and chatbot enhancements planned.

EDP Group

Nuno Chung