Development of an In-House Marketing Management System and Customer Experience Platform for a Leading Energy Provider

The client faces difficulties in managing marketing campaigns and customer interactions efficiently due to reliance on third-party systems for offer creation, leading to slow adaptation of customer journeys, limited control over marketing initiatives, and increased operational costs. Additionally, their digital platform performance and user experience need enhancement to support a rapidly expanding customer base and diverse product offerings.

A large-scale energy provider offering renewable electricity and digital energy solutions with a diverse customer base and multi-brand operations.

• Develop an integrated in-house marketing management platform to enable marketing managers to easily generate and manage gift cards, discounts, and promotional offers independently, reducing dependency on third parties and associated costs.
• Build an end-to-end digital onboarding and request processing flow for smart devices, supporting a seamless customer experience from device selection to installation analysis.
• Modernize the customer management system and internal user processing engines to increase efficiency, scalability, and data access speed.
• Improve website performance and user experience, targeting at least a 20% enhancement in load times and overall usability metrics to support customer retention and satisfaction.

• A centralized offer management system for creating, verifying, and managing gift cards and discounts, with integrations to internal and external financial and customer data services.
• An end-to-end customer onboarding flow for smart devices, allowing customers to select devices, request house analysis, and initiate service requests seamlessly.
• Real-time integration with third-party platforms (e.g., CRM, payment processors, financial data providers) for smooth data exchange and transaction processing.
• A modernized, high-performance website built upon scalable frameworks to improve user experience and reduce page load times by at least 20%.
• Internal dashboards and tools for customer management, offer tracking, and campaign analytics.

• Customer data platforms and CRMs for customer verification and data retrieval
• Financial systems such as payment gateways and billing services
• Third-party service platforms for energy device analysis and installation requests
• Financial reporting and analytics tools
• Legacy systems for customer management and internal user processing

• System scalability to support increasing customer base and product offerings
• Website and system performance improvements targeting at least 20% faster load times
• High system availability and reliability for mission-critical customer engagement processes
• Secure data handling compliant with applicable privacy and security standards
• Real-time data processing capabilities for seamless customer experience and internal operations

Implementation of the integrated marketing management and customer onboarding systems is expected to enable the client to independently run more effective marketing campaigns, reduce operational costs, and accelerate time-to-market for new offers. Modernized digital platforms will enhance user experience, supporting an estimated 20% improvement in website performance, ultimately leading to increased customer satisfaction, operational efficiency, and scalable growth capacity.