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Development of Omnichannel Customer Service Platform with Billing Integration

euvic.com

Energy & natural resources

Utilities

Customer Service Inefficiencies and Manual Processes

Existing customer service processes required automation for energy consumption tracking, billing document access, online payments, and customer data updates. Manual contract creation and lack of digital communication channels hindered operational efficiency and customer engagement.

About the Client

Largest private energy group in Poland serving businesses and individual consumers with environmentally friendly energy solutions

Digital Transformation Goals

Create omnichannel customer service platform (WEB/Mobile)
Automate billing and contract management processes
Enable real-time energy consumption tracking
Implement secure online payment gateway
Develop standardized integration layer for billing systems

Core System Capabilities

Online invoice payment system
Mobile-optimized energy consumption dashboard
Customer data self-update portal
Automated contract creation landing pages
Multi-channel notification system (in-app, push, SMS)

Technology Stack

Flutter

API-first architecture

Identity provider integration

Adapter pattern design

System Connections

Billing system
Fakturynka invoicing system
Customer relationship management (CRM) database

Operational Requirements

Cross-platform compatibility (iOS/Android/Web)
High-availability API infrastructure
GDPR-compliant data security
Scalable adapter architecture for billing systems
Real-time data synchronization performance

Business Transformation Outcomes

Expected reduction in customer service response times through automated processes, enhanced customer engagement via multi-channel notifications, standardized billing system integration capabilities, and improved operational efficiency through digital contract management workflows.