EWII is transforming itself into Denmark’s most customer-centric utility company. Two new self-service portals make it easier for customers to track their consumption and manage agreements.
Previously, EWII’s self-service portals offered limited visibility into products and consumption for both private and business customers.
There was a lack of structure and connection between a customer’s subscription details and the information displayed on the self-service platforms.
EWII’s new self-service solutions are built on a modular and decoupled architecture, enabling a flexible and scalable site.
This allows EWII’s web editors to create user-friendly features and engaging content within the self-service portals - without compromising functionality, stability, or usability.
The new data-driven architecture lays the foundation for EWII to further develop its intelligent advisory services by leveraging insights into customer consumption patterns, housing situations, and product combinations. This benefits both the customer’s economy and the green transition.
A wide catalog of components has been developed, sharing functionalities but branded individually depending on whether the customer is looking at heating, electricity, or internet services. Regardless of the area or utility type, the user experience and visual identity remain consistent.
We can measure how many of our customers experience frustration when using our self-service solutions. Data from the last three months shows a significant decrease in frustration levels.
Today, both private and business self-service portals have received a visual upgrade, offer faster login, and are easier to navigate.
Customers with multiple EWII products now have a single overview of their consumption directly from the homepage. The portals deliver a rich digital experience across customer relationships and utility types.
Private customers can, among other things, set up payment agreements, view consumption reports, and configure consumption alerts, helping ensure timely notification of unexpected overconsumption. In addition, EWII's customers can access all communication via a digital mailbox from EWII.
Business customers can, among other things, view consumption across properties, providing a clear overview of large portfolios — particularly useful for entities such as large housing associations. They can also group their installations and properties as they see fit, so the reports make sense for their day-to-day administration.
We have advised EWII on building the strongest digital ecosystem with the right IT architecture, leveraging Microsoft Azure as the cloud platform.
Additionally, we have been involved in implementation and strategic guidance, integrating the new self-service portals into EWII’s digital ecosystem. This enables the creation of personalized and seamless customer experiences.
It has been a truly great collaboration - almost symbiotic between us and Immeo. It’s been fantastic having them in-house, delivering new solutions and optimizing our processes.
