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