Case Study: Essent accelerates green service delivery with TheyDo

Journeys help Essent to avoid opinions and deliver services faster

Essent, a large energy organization, faced the challenge of aligning numerous internal teams and external service partners to develop new consumer platforms for green energy products. With many stakeholders involved, they needed to avoid decision-making based on opinions and instead focus on real customer insights to accelerate their service delivery.

The vendor, TheyDo, provided its journey management platform to serve as a single source of truth for the customer experience. By basing their work on personas and journeys built from real insights, Essent aligned everyone on customer needs. This journey-driven approach was essential for integrating new propositions and launching the new energiewonen.nl platform, allowing the company to deliver services faster and manage multiple customer journeys effectively.

Essent

Jasper van Heusden

Strategy