- One of the largest electric utilities in Europe sought to create a digital customer engagement platform. The utility wanted to provide its customers with a personalized and best-in-class experience by leveraging modern digital tools, multichannel solutions and data analytics. It engaged SYMRNA digital expertise in utilities to build, implement and maintain various customer-centric initiatives, and to leverage digital technology to improve its internal operations.
- SYMRNA and our Partners from the Business Consulting unit conducted gap analyses to determine the utility’s digital maturity and capability, and then developed a solution based on a global delivery model. The solution included rolling out an interactive website that provides self-service to customers while supporting multichannel development, rollout of native mobile apps for both iOS and Android platforms, which provides customers with access to account information anytime, and implementation of a digital communications platform, which delivers critical customer information electronically.