In 2015, ENGIE Home Services decided to move away from its legacy digital customer service tools that required a lot of manual work. It began a digital transformation journey, and the first step was to build a customer relationship management (CRM) tool.
Following this project, the company launched a five-year plan called
“4-D” (Dynamize, Diversify, Digitization and De-complexification). The goal: Become a real customer-first organization with a single source of truth that allows employees to serve customers better. To this end, ENGIE Home Services partnered with Accenture to drive a transformation through several IT and business transformation projects.