Alberto Imberti
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A new renewal process for Engie
Outcome
Together with my BIP team, we supported Engie in designing 2 possible evolutionary processes. One tactical solution, to be implemented in a few months to address the main pain points that emerged from user research made with key stakeholder of the process, and one strategic solution based on a new interactive and personalized dashboard that focuses all activities of different actors on a unique touchpoint, with a constantly updated database to automatically monitor the number of drop-offs that occur in the process between phases.
In the scenario of a massive contract update, imposed by the increase in raw material costs, Engie is facing significant losses because, despite increasingly short contracts updated to the volatile prices of energy, the current contract renewal process does not allow monitoring the number of customers actually reached by the renewal campaign nor managing those customers with old contracts still active at prices that are not sustainable for Engie. Moreover, the process is complex in terms of steps, tools and interactions among the different actors needed to implement it.
