Essent, sustainable energy
Today Essent is a large, established energy company with a focus on new, sustainable energy. It has not always been that way: the current organisation is the product of a series of mergers and separations.
At the same time it wanted to keep pace with changes in the market, in legislation and in what customers expect.
Matching the data
Repeated mergers and separations had left a fragmented architecture with a multitude of applications, systems and processes. In 2008 the Greenfield programme started, with the aim of bringing all data together and integrating the IT landscape across the organisation.
Architecture that accelerates
Codecast analysed the existing landscape and mapped both the bottlenecks and the potential performance optimisations. From there we determined how customer data could be brought together so that the new integrated service desk portal had a fast system and process under the bonnet.
Quality data only becomes efficiency when it is paired with excellent performance.
- Analysis of the existing landscape, with bottlenecks made explicit
- A data model that serves the service desk portal rather than the history of the organisation
- Performance optimisation across the chain, not per application
- Guidelines so new integrations keep the portal fast
We have a platform that brings all relevant customer data together for our service agents, but it is too slow to be an effective tool. Help us identify, understand and solve the problem — so that performance stops holding customer service back and starts giving it a boost.
More customer stories
Curious what this would look like for you?
Bring one process that costs you time. We will walk through how it would run orchestrated across the systems you already have.