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Digital Transformation of Energy Billing and Customer Service Systems
  1. case
  2. Digital Transformation of Energy Billing and Customer Service Systems

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Digital Transformation of Energy Billing and Customer Service Systems

euvic.com
Energy & natural resources
Utilities

Operational Inefficiencies in Energy Market Operations

The client faced challenges in managing complex billing processes across multiple stakeholders (customers, distributors, sellers), manual data collection from 17,000+ consumption points, delayed payment settlements, and lack of digital communication channels with consumers. Existing systems failed to support automated workflows and real-time reporting required for modern energy market operations.

About the Client

Leading Polish private energy group operating in conventional and renewable energy production, distribution, and trading

Digital Modernization Goals

  • Automate end-to-end billing processes for 160,000+ annual notices
  • Implement integrated payment tracking and debt collection system
  • Create omnichannel customer service platform with mobile/web access
  • Establish seamless integration between billing, workflow, and consumer service systems
  • Enable real-time data exchange with existing enterprise systems

Core System Capabilities

  • Automated contract settlement engine with multi-party calculation rules
  • Centralized payment monitoring dashboard with debt collection workflows
  • Ticketing system with SLA tracking for customer service operations
  • Self-service customer portal with e-invoicing and payment processing
  • Mobile applications (iOS/Android) for consumer engagement
  • Multi-channel notification system (email, push, SMS)
  • Document management system for historical records access

Technology Stack Requirements

Cloud-native microservices architecture
API-first integration framework
Modern payment gateway integration
Responsive web application framework
Mobile app development platforms (iOS/Android)
Enterprise data warehouse for reporting

System Integration Needs

  • Legacy metering system interfaces
  • Enterprise resource planning (ERP) systems
  • Third-party payment processors
  • Customer relationship management (CRM) platforms
  • Energy market data feeds

Operational Requirements

  • Support for 10,000+ concurrent users
  • 99.99% system availability SLA
  • PCI-DSS compliance for payment processing
  • Real-time data synchronization across systems
  • Role-based access control with multi-factor authentication

Expected Business Outcomes

Implementation will enable automated processing of 160,000 annual billing notices, reduce payment collection cycles by 40%, and provide 24/7 customer self-service capabilities. The integrated notification system is projected to improve on-time payments by 30% while digital channels will reduce operational costs by 25%. Scalable architecture will support market expansion and regulatory changes through modular system design.

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