#7 Connected operations, informed customers
Contact
Vincent Métrailler
Strategic Digital Development Manager
Product Owner Load Curve
Romande Energie SA
Context
Service interruptions in energy networks (district heating, electricity, etc.) are inevitable — but what makes the difference is how information is shared when they occur.
Currently, communication between internal teams (control center, on-call staff, customer service, etc.) relies heavily on informal channels: WhatsApp messages, Teams chats, or direct calls. While this allows for a certain level of responsiveness, it quickly shows its limits when it comes to structuring, storing, or consistently sharing information — especially with customers.
For customers, information often arrives with delay, typically through a call to customer service. The service representative then shares what information they can gather from internal conversations — often case by case.
The result: customers are not always well informed, and internal teams struggle to maintain a clear overview or share best practices effectively.
Challenges
This challenge has two dimensions:
- Internal: How can operational information be shared more effectively between colleagues, while keeping a reliable and usable record? How can new employees be onboarded faster and gain quick access to relevant information for their role?
- Customer-facing: How can we provide customers with a simple, structured, and up-to-date access to information about a service disruption (type of incident, affected area, estimated duration, resolution status, etc.)?
Objectives
Identify a solution that allows:
- Structuring, centralizing, and simplifying internal information flows, in an accessible and fluid way, to strengthen coordination, responsiveness, and knowledge sharing.
- Providing customers with a clear, proactive access point to information about their network — so they can understand what’s happening without systematically contacting customer service.
The ultimate goal is to improve both internal efficiency and customer satisfaction, without overcomplicating the tools available to operational teams.
Partners
As a multi-service energy provider and the leading electricity supplier in French-speaking Switzerland, the Romande Energie Group offers its customers a wide range of sustainable solutions that help reduce CO₂ emissions.
Romande Energie aims to make French-speaking Switzerland the first decarbonized region in the country. Supporting the people of this region on the path to a sustainable future lies at the very heart of its purpose.
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