Richard O’Brien, Marketing Services Manager, EDF
As one of the UK’s leading energy companies, EDF Energy has a customer base of more than 5.7 million people. They serve more than 3.5 million British homes and businesses, as well as public services like the NHS, Royal Mail, and Government.
As Britain’s biggest generator of zero carbon electricity, EDF is pushing to reach Net Zero carbon emissions, by enabling investment in low carbon technologies in the UK worth over £50bn by 2035, to meet one fifth of UK demand.
It is investing in smart technology to support customers in reducing their carbon footprint by effortlessly controlling their surroundings, while saving time, money and energy. Part of this investment is in Smart Meter In Home Display (IHD) units.
EDF was experiencing a high volume of calls from customers who would call with a variety of issues about their units. Call centre operatives would talk customers through the steps to resolve their issues, however this takes time and is costly for the company.
They were looking for a digital partner to support with a business case to show how cost efficiencies could be gained by digitising offline processes.
It was decided that there was a need to create a digital smart guider which supports customers to self-serve, which is ideal for those who want instant support at a time that suits them.
EDF were looking for a digital partner to support a business case.