E.ON Italia: Improving utilities sustainability through mass digitization
About E.ON Italia
E.ON Italia, a part of E.ON Group, is a leading utilities provider in Italy that focuses on delivering green and sustainable utilities to households and businesses across the country.
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About Bip
Bip, a Google Cloud partner, is an international consultancy that offers modern digital solutions and technology support to help companies from a range of industries transform their business processes.
E.ON uses Google Cloud technologies and partners with Bip to improve its customer experiences, drive marketing efforts, transform processes, and digitalize its business for greater sustainability.
Google Cloud results
- Increases customer satisfaction to 87 percent
- Boosts digital account creation by 9 percent
- Enables mass digitalization of business processes and strengthens quality of data analytics
- Furthers green and sustainability initiatives across the business
As consumers and businesses demand more from utilities companies as it relates to sustainability, availability, and cost controls, many providers are rethinking how they do business. Integral to transforming many everyday processes is adopting more modern, digital systems for internal teams and customer-facing portals.
E.ON Italia, a major utilities provider in Italy, is taking a digital-first approach to overhaul employee processes, address more green initiatives, and boost customer satisfaction.
“We chose Google Cloud for many reasons, but the proven expertise in data management and analytics was at the top of the list.”
—Emilio Calicchio, Digital Director, E.ON Italia“At E.ON Italia, we truly believe that digitalization can help us stand out from competitors by improving customer services,” says Emilio Calicchio, Digital Director at E.ON Italia. “We also know that digitalization is needed to further our process automation efforts and green initiatives.”
E.ON Italia knew that it first needed to eliminate legacy IT environments to improve data quality and analytics to achieve its near- and long-term goals. The company chose to work with Google Cloud and partner Business Integration Partners S.p.A. (Bip) to assist in its digital transformation.
“Bip is truly our sponsor and support provider for innovation and digitalization across the board. They are everything a partner should be.”
—Emilio Calicchio, Digital Director, E.ON ItaliaChoosing the right partner
E.ON Italia was working with legacy data infrastructure that could not keep up with its goals. At the same time, its basic data analytics capabilities needed a complete overhaul.
E.ON Italia’s top priority was to improve data quality, from the ways it is gathered and stored through its final use in decision-making to shape services and customer experience strategies. The four areas the company hoped to transform were data appreciation, quality, engagement, and onboarding.
E.ON Italia was confident in its decision to work with Google Cloud, but also needed the right partner to help it maximize the value of its investments.
“We chose Google Cloud for many reasons, but the expertise in data management and analytics was at the top of the list,” says Emilio. “Having Bip as a partner allowed us to quickly unlock all of the Google Cloud capabilities, thanks to the knowledge they brought to the table.”
Bip had a strong relationship with E.ON Italia, spanning three years before the project with Google Cloud kicked off. The partner provided the knowledge and expertise necessary to align specific Google Cloud technologies with each E.ON Italia need.
“Bip helped us to define a clear use case and business plan to implement each Google Cloud solution, then assisted in the execution of deployments,” says Emilio. “Bip is truly our sponsor and support provider for innovation and digitalization across the board. They are everything a partner should be.”
“The technologies and support that Google Cloud and Bip provide put us into a great position to excel in our marketplace and, most importantly, constantly improve our customers’ experiences.”
—Emilio Calicchio, Digital Director, E.ON ItaliaImproving utilities experiences across the customer funnel
E.ON Italia uses a combination of BigQuery, Vertex AI, and other Google Cloud technologies to power marketing, engagement, and service delivery processes. Thanks to the intuitive and dynamic capabilities of Google Cloud analytics and machine learning tools, E.ON Italia is among the first companies in the Italian utilities market to use advanced analytics for customer acquisition and onboarding, as well as loyalty initiatives.
The company also uses the Bip xTech Cognitive Suite on Google Cloud to improve web subscription processes, increase conversion rates, provide energy checkups to existing customers, and parse manual and digital documentation associated with accounts. Customer experiences are optimized through faster underwriting, thanks to advanced document analysis capabilities, while the solution can also be easily applied to other areas of the business.
Using the Bip xTech Cognitive Suite on Google Cloud increased conversion rates by 184 percent, digital account adoption rates by nine percent, and acquisition to activation by seven percent. E.ON Italia’s customer satisfaction rate received a bump to 87 percent since it went through the digital transformation.
“The partnership with Google Cloud and Bip has helped turn our ambitions as a company into realities,” says Emilio. “We want to constantly innovate and stay a step ahead of competitors. The technologies and support that Google Cloud and Bip provide put us into a great position to excel in our marketplace and, most importantly, constantly improve upon our customers’ experiences.”
E.ON Italia is beginning to use Google Cloud AI technologies and infrastructure to build out a new dashboard that will cover internal price benchmarking and relevant market analysis. BigQuery will power the dashboard and enable leaders to make better business decisions on everything from marketing and pricing to operational transformation using real-time data insights.
Additionally, Google Cloud AI technologies will be used to further provide their customers with the most tailored and relevant communications based upon ML insights.
Ushering in a new era of green utilities
Google Cloud and Bip have also helped E.ON Italia tackle several green initiatives. From digitizing payments to remove paper from customer account management to automating processes that ultimately save energy, the company is furthering its commitment to becoming a more sustainable enterprise.
“We have been committed to being a true green utilities provider for many years,” says Emilio. “For example, we plant a tree every time a new account is activated. We knew that Google Cloud and Bip were the right partners to take our green initiatives to the next level, and they are doing just that.”
E.ON Italia believes that a digital-first approach to managing operations and a reliance on technologies powered by renewable energy sources can be a major step in the right direction for utilities companies. As a result, it is working to maximize its digital transformation efforts through Google Cloud, the support of Bip, and adopting additional solutions.
“Google Cloud and Bip enable us to find digital solutions, products, and strategies that make E.ON Italia truly sustainable, which strengthens our business for the future,” says Emilio. “We are excited to continue working with these companies to set a new, greener tone in the Italian utilities market.”
Tell us your challenge. We're here to help.
Contact us
About E.ON Italia
E.ON Italia, a part of E.ON Group, is a leading utilities provider in Italy that focuses on delivering green and sustainable utilities to households and businesses across the country.
About Bip
Bip, a Google Cloud partner, is an international consultancy that offers modern digital solutions and technology support to help companies from a range of industries transform their business processes.