• BDO Digital helps Luminus to improve their digital website experience for B2B and B2C customers
Case study:

BDO Digital helps Luminus to improve their digital website experience for B2B and B2C customers

24 July 2019

“Customers are now able to manage their data themselves, consult invoices and enter the status of their energy meter”

EDF Luminus is the second largest player in the Belgian energy market. The supplier of both electricity and gas serves approximately 1.6 million customers and accounts for nearly 13% of national electricity production. EDF Luminus has natural gas power plants, wind farms, hydroelectric power plants, and biomass and biogas plants at sites in Wallonia and Flanders.

Challenge

In a liberalised energy market where switching provider is easier than ever, a supplier needs to deliver an exceptional service to its customers. Consequently, EDF Luminus aimed to improve the service provided through among others its websites.

The Technology

To support BPM initiatives, Business Process Management Suites (BPMS) like OpenText (Cordys) can be used. These are a collection of tools that aim to bridge organizational and technological silo’s. Business process automation is achieved through executable process models and integration capabilities. Moreover, BPMS platforms contain functionality to monitor these end-to-end processes.

Approach

In order to help Luminus achieve its goals, both the B2B and B2C websites were upgraded to deliver a better customer experience. BDO Digital worked closely together with the Sitecore website team and the SAP and Oracle implementation teams. The ICT-architecture is based on the Cordys BPMS which coordinates requests from the website to access and update the back-end systems.

Results

Thanks to the new functionalities, customers are now able to manage their data themselves, consult invoices and enter the status of their energy meter. Domestic customers can access tools to monitor their energy use and to edit their personal information. Business customers, on the other hand, can manage their contracts and get an overview of consumption and production at their working locations.