EDP Valor, the Shared Services Unit of Global Energy Group EDP, provides services to more than 60 group companies in 13 countries. EDP Valor wanted to evolve its ticketing system into a powerful online customer service experience. Their goal was to centralize requests and complaints into one system, that would keep customers informed of progress, and improve operational control. Together with OutSystems and Partner Noesis, EDP Valor delivered the new system “EDP Easy4u”, in record time. EDP Valor reports significantly increased user satisfaction and improved efficiency, and additional business areas, partner companies, and countries are now adopting the system.
88,000 Users Generate 4,500 Requests Daily
17% Customer Satisfaction Improvement
Single source of the truth for service improvement
Roll-Out Across 45 Group Companies in 3 Countries
“Easy4u was key for the transformation of our shared services and for the way we are perceived by our customers.”
How to Improve Customer Satisfaction in Shared Services?
Challenge - EDP Valor is the Shared Services Unit of Global Energy Group EDP, providing HR, Finance, Procurement, Logistics, and Corporate services to more than 60 group companies in 13 countries. Since 2003, EDP Valor relied on an online ticketing system (developed on OutSystems) to process a limited range of service and information requests coming from EDP Group employees.
EDP Valor wanted to evolve this ticketing system into a powerful online customer experience for a much broader range of services, audiences, and geographies. The new solution would need to centralize service requests, information requests, and complaints, allow seamless communication with customers, and provide full control of operations.
Because the existing ticketing system didn’t allow for interactions, there was no status or follow-up information or feedback on the requests, leading to poor customer experience, and low customer satisfaction. Also, the underlying processes were inconsistent, and there were multiple contact points, leading to inefficient operations, low productivity, and inadequate service level reporting.
EDP Valor’s vision was to improve user and customer experience, raise service levels, simplify communication and interaction, improve operations, and provide transparent performance reporting. They also wanted to extend the solution to outsourced service providers, partners, and group companies.
EDP Valor Calls In OutSystems (Again) to Support Customer Service Improvement
Solution - After surveying the market, EDP Valor decided to develop the new customer service system (“Easy4u 2.0”) using OutSystems again, with the help of local partner Noesis. After a 3-month project vision phase, the implementation of Easy4u 2.0 took four full-time developers five months to develop, and the Easy4u relaunch took place in December 2017.
“Having explored a wide range of options, we decided OutSystems was still the best fit for our business needs because it provided the agility, flexibility, and customization that we needed.”