The challenge
A limited ticketing system offered little interaction or progress visibility, while multiple contact routes made requests and performance difficult to manage consistently.
OUTSYSTEMS IN ACTION / ENERGY & UTILITIES
How an energy shared-services unit raised user satisfaction by seventeen percent in one year
A request feels different when its progress is visible and its next step is clear. Explore this unit’s reported satisfaction improvement and the operating model behind a connected service experience.
RESULTS REPORTED IN THE SOURCE
+17%
shared-service user satisfaction after one year, as reported
≈4,500
daily tickets reported for the service platform
≈88,000
users across the group in the source report
THE BUSINESS CHALLENGE. THE CHANGE. THE RESULT.
The change
The unit rebuilt its OutSystems service experience around centralized requests, feedback, status visibility and integration with enterprise systems and telephone routing.
The outcome
The source reports a seventeen percent rise in shared-service user satisfaction after one year, approximately four thousand five hundred daily tickets and around eighty-eight thousand users across the group.
Source: customer case study published by OutSystems. Brief prepared by Digital Alchimia.
DIGITAL ALCHIMIA’S DELIVERY PERSPECTIVE
What could this approach unlock for your business?
The useful next step is to connect the story to your own operating reality. Here are the questions we would bring into that conversation.
01
Make progress visible where the user submits the request.
A service experience needs more than a ticket number. Agree status meanings, reopening rules and who communicates the next action. OutSystems professionals can connect those interactions while service owners maintain the operating responsibilities behind each request.
02
Use one request record across the contact routes.
Phone, web and feedback interactions should have a clear relationship to the same service request. Define the integration and ownership needed to preserve that context. Specialist delivery capacity can reinforce implementation while the organization evaluates satisfaction and workload using consistent measures.
START WITH THE WORK THAT NEEDS TO CHANGE
You bring the business challenge. We help shape the delivery team.
Digital Alchimia provides OutSystems professionals and delivery expertise for application development, modernization and evolution. Whether you need to reinforce an existing team or explore a new initiative, we can discuss the capabilities, responsibilities and next steps that fit your context.
A useful starting brief
✓ The process or customer journey you want to improve
✓ Where work waits, repeats or depends on disconnected systems
✓ The expertise already available in your team
✓ The outcome you want to measure and the timeframe to explore
Turn a promising idea into a useful conversation.
Tell us where your business needs to move faster and where your team needs additional expertise. Let’s explore an OutSystems approach shaped around your requirements.