TIBCO Software > 实例探究 > Essent Supplies Self-service for Customer & Employee Satisfaction

Essent Supplies Self-service for Customer & Employee Satisfaction

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公司规模
Large Corporate
地区
  • Europe
国家
  • Netherlands
产品
  • TIBCO Rendezvous
  • TIBCO ActiveMatrix BusinessWorks
  • TIBCO Enterprise Message Service
技术栈
  • High-speed messaging
  • Integration platform
  • Messaging middleware
实施规模
  • Enterprise-wide Deployment
影响指标
  • Cost Savings
  • Customer Satisfaction
  • Innovation Output
  • Productivity Improvements
技术
  • 应用基础设施与中间件 - 数据交换与集成
  • 应用基础设施与中间件 - 中间件、SDK 和库
  • 平台即服务 (PaaS) - 连接平台
适用行业
  • 公用事业
适用功能
  • 商业运营
服务
  • 软件设计与工程服务
  • 系统集成
关于客户
Essent is a leading energy company in the Netherlands, providing gas and electricity services. Over the past decade, the company has experienced significant changes, including the right for consumers to switch suppliers, government unbundling of retail from power generation functions, and acquisition by RWE. Essent has expanded its services to the broader European market. The company's goals are to increase revenue, make a profit, and provide customers with self-service capabilities. Essent needed to adapt quickly to customer needs to remain competitive in the evolving energy market.
挑战
Over the last decade, the energy market in the Netherlands has undergone significant changes. Consumers gained the right to switch suppliers, the government unbundled retail from power generation functions, and Essent was acquired by RWE. Additionally, Essent expanded its services to the broader European market. The company faced the challenge of adapting quickly to customer needs to stay competitive. Legacy systems and the inability to adapt were major inhibitors. Essent needed fast performance and decoupled systems for optimal flexibility to meet these evolving demands.
解决方案
Essent began its relationship with TIBCO over a decade ago, initially using TIBCO Rendezvous for high-speed messaging in the energy trading business. As the company transitioned to the consumer market, it adopted the TIBCO software suite, including TIBCO ActiveMatrix BusinessWorks and TIBCO Enterprise Message Service, as its primary integration capability. This decoupled software provided the flexibility needed to make changes easily. Essent also utilized TIBCO Professional Services to resolve issues that required specialist expertise. The integration capabilities allowed Essent to modularize its landscape, ensuring robust and adaptable systems.
运营影响
  • Essent leveraged TIBCO technology to enable customer self-service, reducing reliance on costly call centers.
  • The company achieved fast service innovation and reached new customers through partnerships and microservices.
  • High-speed performance ensured that both consumer and employee demands were met, with systems handling around 60 million messages a day.
  • Employees gained the ability to control processes without IT support, enhancing internal efficiency.
  • Essent plans to further enhance its digital capabilities and utilize IoT and sensor data for better energy supply planning.
数量效益
  • Essent's systems handle approximately 60 million messages a day.

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