ENGIE transform their customer communications with Canon

ENGIE partnered with Canon to deliver a more streamlined and flexible approach to document management as part of their strategic move towards omnichannel outbound communications.

ENGIE is a global energy player and energy transition pioneer. Operating in 31 countries, the business has almost 100,000 employees. ENGIE Netherlands Retail is an energy supplier for the B2C market in the Netherlands, helping customers take the next step in sustainability by offering them insight and personal, relevant advice throughout the entire customer journey.

Objective

ENGIE needed a way to simplify and centralise their document management processes for the creation of customer communications and to speed up document edits.

Challenge

Existing document management workflows relied on multiple legacy systems with a significant IT burden and long lead times for changes to communications.

Approach

ENGIE collaborated closely with Canon to implement a new document output system, which integrated with existing solutions to provide a central control hub.

Why Canon

ENGIE selected Canon as a partner for this project because:

  • Canon has decades of experience with complex implementation and orchestration projects of involving legacy solutions.
  • Canon has the capacity to act flexibly even when project requirements change.
  • Canon’s consultative approach ensures it understands the business needs of its partners when crafting an end-to-end solution.

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Approach

Fully integrated Customer Communications

Canon implemented and orchestrated an end-to-end, tailored solution to help information flow better through ENGIE.

Centralise customer communications

Documents were previously edited and managed through a variety of different solutions, offering the opportunity to consolidate platforms.

Multichannel customer communications

By making the customer communications solution more responsive, the marketing department were able to activate physical mail as a channel, which was too costly before.

Create a future-proof system

By offering seamless integration, Canon helped ENGIE build a solid foundation for a flexible, evolving ecosystem of solutions and services.

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Benefits

ENGIE previously found that changes to documents took too long and cost too much. Additionally, maintaining the wider document management infrastructure was a significant drain on IT resource. With Canon’s customer communications solution, ENGIE has made huge strides in reducing the effort involved in managing communications.

Dynamic communications

With the new system, ENGIE marketing staff can make whatever edits they need to their communications and integrate their workflows with customer communications solutions.

Reduced costs

By automating and integrating document workflows, ENGIE reduce the cost to the business of producing and distributing print communications, while improving productivity for end users.

Reduced IT burden

The IT team no longer have to deal with an inconsistent and fragmented approach to communications output involving multiple legacy systems.

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