Case eSett
More efficient customer service with ServiceNow
The challenge
eSett’s customer service, handling the balancing of the electricity market, was based on a system introduced in 2016. Processes still involved several manual steps. eSett was not making optimal use of the capabilities of the ServiceNow system in place.
The solution
Sofigate and eSett agreed that it was time to look at how ServiceNow could support modern customer service operations. After analysis, workshops, and a separate pre-study, eSett decided to implement ServiceNow’s Customer Service Management (CSM) module, which offered significant improvements to their existing processes.
The outcome
The customer service processes were migrated to a bespoke application while new functionalities were introduced to make customer service more efficient and automated. At the same time, the basis for further development was created for which planning has already begun. Looking ahead, eSett’s customer service will be able to eliminate more manual work and further automate and streamline its operations.
eSett is a significant player and pioneer in the electricity market
eSett is a significant player in the Nordic electricity market, helping to ensure that electricity production and consumption remain in balance, to avoid uncertainties in the market.
Founded in 2013, the company provides balancing services to more than 1 000 electricity market participants in Denmark, Finland, Norway, and Sweden. The company is owned by four Nordic grid companies: Energinet in Denmark, Fingrid in Finland, Statnett in Norway and Svenska kraftnät in Sweden.
eSett’s role is to perform balancing services efficiently and reliably, so that market participants can focus on their core activities. The company aims to be a pioneer in providing advanced services to the energy market across borders. eSett wants to develop its services and new ways of working to support the success of its customers and contribute to the transition of the electricity market to a cleaner future.
Getting the most out of ServiceNow
eSett and Sofigate have been working together since 2016. Good cooperation has involved regular market and technology analysis and open dialogue to ensure that the parties understand both the business requirements and the opportunities offered by ServiceNow.
In autumn 2022, the partners discussed the new features of ServiceNow, and eSett was interested in improving the overall service and processes available to its customers. While the solution as it stood was doing its job, both parties identified areas for development and opportunities for improvement.
“The main objective of our development project was to optimise our customer service process by reducing manual steps and increasing automation. We wanted to create a more efficient and user-friendly platform that could meet the growing demands of the market and our customers.”
Minnakaisa Ahonen
CEO, eSett
But business process transformation projects are never just a matter of snapping fingers. Several discussions were held about the overall concept to be developed. These included, among other things, a more detailed review of ServiceNow’s Customer Service Management module, the integration of its functionalities with eSett’s current use, and planning the use of new application areas.
eSett reported the need to develop ServiceNow practices by early autumn 2023, but Sofigate proposed a preliminary study to further explore the current use of ServiceNow and future plans for eSett. The survey ensured that both parties had a comprehensive understanding of the overall picture – both in terms of processes and technology. The development project itself started in December 2023.
Open dialogue as a key to success
The development project progressed on time and within budget. One of the keys to success was an open and inclusive dialogue before the development project started. This ensured that processes, technology, approaches, and people were understood.
“Open and inclusive dialogue throughout the project was important for a good outcome. This gave us a deep understanding of both the processes and the technology, which allowed for smooth collaboration and successful implementation.”
Minnakaisa Ahonen, CEO, eSett
The project involved implementing new ServiceNow functionalities, migrating all historical data to the new module and training eSett’s customer service staff to use the new platform functionalities. A number of new development proposals for the future were also identified. Continued development will provide even more added value to both eSett’s customers and its own customer service.
The next phase of the project has already been decided. Work will continue with a proven approach that combines people, technology, and processes. Genuine collaboration and partnership will remain at the heart of everything.
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