All-round improved, attractive and in tune with the times – relaunch of the customer portal my.groupe-e.ch
In order to consistently reflect the technological advances of recent years and at the same time increase user acceptance, we were commissioned by cc energie SA with a complete redesign of Groupe E’s customer portal. The objective of the project, which was designed and implemented in 2021, was to clearly improve the self-service offering for Groupe E’s private electricity customers and to consistently strengthen the brand in the digital channel. This was made possible by a modular and process-oriented solution architecture that significantly shortens development cycles and allows the seamless integration of classic customer processes as well as the integration of innovative service offerings.
THE CHALLENGES
Groupe E's customer portal was initially set up several years ago and has been continuously updated ever since. After some time of evolutionary further development, however, a comprehensive relaunch had become necessary in 2021 in order to be able to realize the desired modern portal solution with connection to SAP IS-U and CRM system.
The main requirement of the project "Redesign my.groupe-e.ch" was to replace the existing customer center (classic web application) with an appealing and modern solution for the end user (private electricity customers with an annual electricity consumption of less than 100,000 kWh/year). The online customer center my.groupe-e.ch should clearly continue the digital Groupe E brand experience and also improve the customer experience.
To accommodate the rapidly increasing number of mobile users, a mobile-first approach was required in the development.
To meet these requirements, a complete architecture rebuild of frontend and middleware, user management/IAM and login processes was necessary.
THE CHALLENGES
Groupe E’s customer portal was initially set up several years ago and has been continuously updated ever since. After some time of evolutionary further development, however, a comprehensive relaunch had become necessary in 2021 in order to be able to realize the desired modern portal solution with connection to SAP IS-U and CRM system.
The main requirement of the project “Redesign my.groupe-e.ch” was to replace the existing customer center (classic web application) with an appealing and modern solution for the end user (private electricity customers with an annual electricity consumption of less than 100,000 kWh/year). The online customer center my.groupe-e.ch should clearly continue the digital Groupe E brand experience and also improve the customer experience.
To accommodate the rapidly increasing number of mobile users, a mobile-first approach was required in the development.
To meet these requirements, a complete architecture rebuild of frontend and middleware, user management/IAM and login processes was necessary.
OUR APPROACH
We were able to implement the new portal successfully, on budget and on time using our inpeek best practice stack (e.tility). Building on a solid and modern software architecture, we also paved the way for future connections and further developments to be implemented agilely and quickly.
The architectural principle of the platform is based on a single-page application that communicates with the connected backend SAP IS-U and SAP CRM processes. In the front-end area, the solution relies on the Angular 11 framework and a corresponding Java middleware.
In order to be able to optimally adapt the design and layout of the application to the specifications of the existing main page according to the Groupe E branding, we opted for the Angular Material UI framework.
A well thought-out theming architecture makes it possible to display the frontend in a new design at the push of a button through simple configuration and use of the color palette.
Another special feature of the project was our agile approach throughout. We were thus able to incorporate requirements iteratively and user-centered by means of the design thinking paradigm. During the realization phase, the SCRUM process model successfully contributed to more flexibility and higher project stability.
OUR APPROACH
We were able to implement the new portal successfully, on budget and on time using our inpeek best practice stack (e.tility). Building on a solid and modern software architecture, we also paved the way for future connections and further developments to be implemented agilely and quickly.
The architectural principle of the platform is based on a single-page application that communicates with the connected backend SAP IS-U and SAP CRM processes. In the front-end area, the solution relies on the Angular 11 framework and a corresponding Java middleware.
In order to be able to optimally adapt the design and layout of the application to the specifications of the existing main page according to the Groupe E branding, we opted for the Angular Material UI framework.
A well thought-out theming architecture makes it possible to display the frontend in a new design at the push of a button through simple configuration and use of the color palette.
Another special feature of the project was our agile approach throughout. We were thus able to incorporate requirements iteratively and user-centered by means of the design thinking paradigm. During the realization phase, the SCRUM process model successfully contributed to more flexibility and higher project stability.
THE RESULT
The live launch of the new portal on October 8, 2021 made the results of the redesign project visible to the outside world: modern design, a consistent brand experience, and innovative service offerings.
Since the new portal solution functions completely independently of end devices and processes are presented in an optimized way, there are significant internal process improvements and at the same time added value for the end customer. This increases the popularity among all users and the motivation to use the portal for any inquiries. A pleasing proof of this are the decreasing numbers of telephone contacts on the part of the agents.
The future-oriented modular architecture of the solution enables the uncomplicated connection and integration of further processes and systems on different system levels and thus the implementation of future new services in shortened cycles.
THE RESULT
The live launch of the new portal on October 8, 2021 made the results of the redesign project visible to the outside world: modern design, a consistent brand experience, and innovative service offerings.
Since the new portal solution functions completely independently of end devices and processes are presented in an optimized way, there are significant internal process improvements and at the same time added value for the end customer. This increases the popularity among all users and the motivation to use the portal for any inquiries. A pleasing proof of this are the decreasing numbers of telephone contacts on the part of the agents.
The future-oriented modular architecture of the solution enables the uncomplicated connection and integration of further processes and systems on different system levels and thus the implementation of future new services in shortened cycles.
ABOUT GROUPE E
Experts in comprehensive energy solutions
Groupe E helps its customers in Western Switzerland to realize their projects by offering them comprehensive, efficient and sustainable solutions, whether in the generation and distribution of electricity and heat, electrical installations, building services, soft mobility, air conditioning or water treatment. As an exemplary employer, Groupe E supports the skills development of its 2,300 employees and 250 apprentices as well as the work-life balance.
For more information, visit the website www.groupe-e.ch.