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Title
Eneco eMobility uses Dynamics 365 Contact Center with generative AI to support its customer care agents
…tion that could help serve its customers better, faster, and cheaper. Solution: The team worked with Capgemini to implement Microsoft Dynamics 365 Contact Center to improve customer satisfaction and employee productivity and experiences. Ben…
Description
Eneco eMobility, a charging services provider in Europe, worked with Capgemini to roll out Microsoft Dynamics 365 Contact Center, a Copilot-first contact center powered by generative AI, in an iterative pilot-led rollout; the first groups were live five weeks after ideation. The source reports a 50% reduction in average wrap-up time and training time cut from four hours to one, with the Belgian rollout expanded to the Netherlands.
…lity Region: Europe Industry: Energy transition and utilities Facebook Linkedin Working with Capgemini, the charging services provider boosted agent productivity and enhanced the client service experience by introducing Dynamics 365 Contact Center – a Copilot-first cloud contact center, powered by Gen AI Client Challeng…
Company
Eneco eMobility
…charges its customer care with generative AI Download the case study 310 KB pdf Client: Eneco eMobility Region: Europe Industry: Energy transition and utilities Facebook Linkedin Work…
Industry
Energy
…ve AI Download the case study 310 KB pdf Client: Eneco eMobility Region: Europe Industry: Energy transition and utilities Facebook Linkedin Working with Capgemini, the charging services provider booste…
Problem
As a fast-growing company, Eneco eMobility was facing increasing pressure on customer service and was looking for a solution that could help serve its customers better, faster, and cheaper.
…8211; a Copilot-first cloud contact center, powered by Gen AI Client Challenge: As a fast-growing company, Eneco eMobility was facing increasing pressure on customer service and was looking for a solution that could help serve its customers better, faster, and cheaper. Solution: The team worked with Capgemini to implement Microsoft Dynamics 365 Co…
Solution
Eneco eMobility worked with Capgemini to implement Microsoft Dynamics 365 Contact Center with Copilot generative AI, extending its existing Dynamics 365 platform. The project started with a small group of the most knowledgeable agents, and the first pilot groups went live five weeks after ideation began, in an iterative process. Copilot provides CRM information during calls, live conversation summaries and a chat service for difficult questions.
…was adopted very quickly by agents, who reported higher levels of satisfaction. Copilot provides relevant customer relationship management (CRM) information to help coach agents through their calls. In addition, the solution enables live conversation summaries that make it easi…
Business value
The source reports a 50% reduction in average wrap-up time, higher case throughput, training time cut from four hours to one, and licensing costs lower by a factor of two. The Belgian rollout has been expanded to the Netherlands.
…ctivity and experiences. Benefits: Increased customer and employee satisfaction Improved agent productivity, reducing the average wrap-up time by 50% Higher case throughput Reduced training time from four to just one hour to mast…
AI capabilities
Generative AI
…he client service experience by introducing Dynamics 365 Contact Center – a Copilot-first cloud contact center, powered by Gen AI Client Challenge: As a fast-growing company, Eneco eMobility was facing increas…
Technology
Microsoft Dynamics 365 Contact Center
…tion that could help serve its customers better, faster, and cheaper. Solution: The team worked with Capgemini to implement Microsoft Dynamics 365 Contact Center to improve customer satisfaction and employee productivity and experiences. Ben…
Implementation approach
The project started with a small group of the most knowledgeable agents, who tested and validated different portions of Copilot one by one. Five weeks after ideation began, the first pilot groups went live, followed by an expansion from Belgium to the Netherlands.
…unique to them and our partnership.” says Peter Ruiter. Start small, scale fast The project started with a small group of the most knowledgeable agents, who tested and validated different portions of Copilot one by one. Just five weeks after the partners began ideation, Eneco eMobility and Capgemin…
Headline outcome
…ctivity and experiences. Benefits: Increased customer and employee satisfaction Improved agent productivity, reducing the average wrap-up time by 50% Higher case throughput Reduced training time from four to just one hour to mast…
Use case type
Conversational assistant
…ummaries of ongoing queries to get a jump start on providing effective support. Copilot even provides a chat service that can help answer particularly challenging questions based on previous solutions. “Copilot allows us to respond to customer requests faster and better by automat…
