luminus

Crossroad helps Luminus to improve their digital website experience for B2B and B2C customers 


The Technology

Business Process Management Suites like OpenText (Cordys) are a collection of tools to support the implementation of BPM initiatives. The goal is to bridge organizational and technological silo’s. Business process automation is achieved through executable process models and integration capabilities. Moreover, BPMS platforms contain functionality to monitor these end-to-end processes.

Challenge

EDF Luminus is the second largest player in the Belgian energy market. It is a supplier of both electricity and gas, serving approximately 1.6 million customers, and also accounts for nearly 13% of national electricity production. EDF Luminus has natural gas power plants, wind farms, hydroelectric power plants, and biomass and biogas plants at sites in Wallonia and Flanders. Under the Luminus brand, the company provides commercialized electricity and gas products to both private and business customers, including large industrial concerns.

In a liberalised energy market where switching provider is easier than ever, the service a supplier delivers to its customers is increasingly important. Therefore, EDF Luminus wanted to improve the service delivered (among others) through its websites.

Approach

  • Both the B2B and B2C websites were upgraded to deliver a better customer experience.
  • Crossroad works closely together with the Sitecore website team and the SAP and Oracle implementation teams.
  • The ICT-architecture is based on the Cordys business process management system (BPMS) which co-ordinates
    requests from the website to access and update the backend systems. (Crossroad is the Cordys implementation partner for EDF Luminus)

Results

  • Thanks to new functionalities, customers are able to maintain their data themselves, consult invoices and enter meter readings.
  • Domestic customers have access to tools to monitor their energy use and to edit their personal information.
  • Business customers can manage their contracts and get an overview of consumption and production at their sites.