Net zero transition
With leading numbers of solar parks, wind farms and thermal power plants, Eesti Energia (also known as Enefit) is well on its way from transforming from fossil fuels to becoming a renewable energy provider. By 2035, the goal is to offer affordable 100% carbon-free electricity to customers in Estonia and other markets like Latvia, Lithuania, Poland and Finland.
To maximize the success of its net zero vision, the government-owned company recognized the need to consistently deliver exceptional service, which meant overhauling a sprawling, disconnected IT estate.
“Each country had its own contact center with a mix of on-premises and cloud systems,” said Kaido Kabral, Customer Service Solution Expert at Eesti Energia. “So, a lot of time was taken up managing different products and vendor relationships. Also, because essential tools like reporting and call recording ran separately in a non-standard environment, it was hard to accurately plan and enforce service levels.”
Greener customer service
Eesti Energia wanted to standardize and improve both customer and employee experience. The company also wanted to drive greener contact center operations — specifically by reducing its IT infrastructure and server footprint. The solution was Genesys Cloud.
“In consolidating all our contact centers on one Genesys platform, we created an environmentally friendly resource that countries could share to improve service and motivate advisors,” added Kabral. “Now, many are hybrid workers — lowering carbon dioxide through reduced power consumption and commuting to work. And we’ve retired at least five legacy systems, with more to follow.”
Government-certified security standards
Like many government organizations, Eesti Energia had security and data protection concerns in moving to the cloud. Genesys allayed such fears through extensive compliance certifications that promote the adoption of secure cloud services.