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The Axpo Case: How to integrate all the processes of a retail energy company into a single platform

Axpo is the Swiss multinational leader in renewable energy and in the trading of solar and wind power

Axpo offers innovative energy solutions to companies, investors, and energy-producing entities in more than 40 markets worldwide.

It is involved in the development and commercialization of renewable energies such as hydro, solar, wind, and biomass, and it has a significant generation infrastructure, including nuclear energy and combined-cycle plants.

Thanks to its international presence, Axpo combines technical expertise, tailored solutions, and a long-term vision to contribute to the global energy transition.

We have a 360º view of the customer with all channels integrated. The project is delivering significant cost reductions, with a very strong potential to develop more services in the future

Integrate all the processes of their retail energy company into a single platform

The main challenge the company faced was integrating all the processes and practices of its retail energy business into a single platform to obtain a 360º view of the customer and maximize their experience.

They also wanted to improve the operation of their services and their outsourcing strategy to simultaneously support different service areas.

Finally, they needed support in project coordination, including the preparation and selection of bids for service providers.

Implement the Contact Center tool within Genesys Cloud

From a business perspective, the solution aimed to define the processes that needed to be modified for the new model, as well as to assist in selecting the Contact Center service provider and, through a project office, participate in the transformation of the business plan.

From a technological perspective, the approach was to provide support in the selection and implementation of the Contact Center tool within the Genesys Cloud platform hosted on AWS. This platform was designed to fully leverage modern cloud strategies and technologies, serving as the optimal solution to support the processes undergoing transformation and achieving an evolution of the customer service experience.

Have a 360º view of the customer

Thanks to the Genesys Cloud platform, Axpo has achieved its primary objective by unifying all its channels into a single platform, enabling a complete view of the customer and improving efficiency across the company. In addition, it has achieved significant cost reductions thanks to improvements in service delivery and increased process efficiency.

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    The Axpo Case: How to Integrate All the Processes of a Retail Energy Company into a Single Platform | Minsait