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Development of a Mobile-First Customer Service Portal with Intelligent Form Automation

e-point.com

Energy & natural resources

Utilities

Information technology

Current Customer Service Challenges

Traditional customer service processes are excessively time-consuming for both employees and customers, lacking modern digital solutions for efficient application handling and cross-device accessibility. Existing systems require streamlining to meet contemporary market standards and regulatory requirements.

About the Client

Energy distribution company providing electricity to Warsaw residents, seeking digital transformation of customer service processes

Strategic Project Goals

Create a fully responsive, cross-device customer service portal
Implement intelligent form completion workflows
Digitize and automate application submission processes
Enhance customer service case tracking capabilities
Achieve compliance with energy sector regulations

Core System Requirements

Interactive form wizards with conditional field display
Multi-channel customer authentication
Real-time application status tracking
Automated case numbering and assignment
Secure customer-service email exchange module

Technology Stack Requirements

React + Redux for frontend

Java 11 with Spring Boot 2 for backend

PostgreSQL 11 database

jOOQ for database communication

System Integration Needs

Existing customer database systems
Energy Regulatory Office APIs
Internal case management systems
Email service infrastructure

Performance & Security Standards

Enterprise-grade data encryption
High-availability architecture
GDPR-compliant data handling
Sub-second form response times
Scalable cloud infrastructure

Expected Business Outcomes

Anticipated 40-60% reduction in customer service processing times, significant improvement in customer satisfaction metrics, enhanced regulatory compliance through automated documentation, and measurable increase in operational efficiency through Agile-driven continuous improvement framework.