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Published 27 May 2024· via capgemini.com· Customer story

Eneco eMobility’s Customer Care Reimagined with AI-driven Automation

Eneco eMobility · Energy & Utilities · Netherlands

Headline result

−50%

time

As reported by the source; not independently verified.

Summary

Eneco eMobility, a leading electric vehicle charging provider in the Netherlands and Belgium, faced surging demand as the adoption of EVs grew rapidly. With an urgent need to streamline customer service operations, the company partnered with Capgemini to extend its Microsoft Dynamics 365 implementation with Copilot-powered generative AI. The technical approach focused on quick, iterative rollout, starting with a pilot among a core group of agents, and then scaling across the company. Agents benefited from live call summaries, automated CRM guidance, knowledge base integration, and simpler case hand-offs. The enhancements drastically reduced training and wrap-up times, improved team satisfaction, and boosted both customer experience and operating efficiency. Costs were reduced, and the AI-enabled solution is now being scaled internationally.

The problem

  1. 01Rapid EV market growth led to a significant increase in customer service demand.
  2. 02Existing tools could not scale to support high call and case volumes efficiently.
  3. 03Company needed to reduce costs while maintaining high customer and employee satisfaction.
  4. 04Agent training was lengthy and resource-intensive.

What they built

  1. 01Extended Microsoft Dynamics 365 Contact Center with Copilot generative AI.
  2. 02Automated live call summaries and guided agents with CRM insights.
  3. 03Integrated smart linking to knowledge articles for efficient case resolution.
  4. 04Partnered with Capgemini for technical design, implementation, and iterative rollout.

Reported results

  1. 01Agent training time cut to 1 hour.
  2. 02Case wrap-up time reduced by nearly 50%.
  3. 03Higher agent satisfaction and customer satisfaction rates.
  4. 04Operational costs lowered; solution being scaled internationally.
  • Reduced agent training time dramatically
  • Shortened case wrap-up process
  • Improved agent and customer satisfaction
  • Lowered operational costs

Source

capgemini.com

Customer story · 27 May 2024

Read the original(opens in a new tab)

How this deployment compares

Computed from the library · data 10 Nov 2026

This is the only Eneco eMobility deployment in the library. It is one of 213 customer service automation deployments, 7 of them in Energy & Utilities. Its reported 50% reduction is within the typical range (median 50% across 290 figures).

Eneco eMobility in the library

The only Eneco eMobility deployment in the library

Still referencedThe source is still online, but no newer Eneco eMobility record has appeared yet.

Same pattern, whole library

One of 213 customer service automation deployments

  • Energy & Utilities accounts for 7 of them (3%), ranking #9 of 12 industries.
  • 46 records of this pattern came before it; 122 have been published since.
  • Only 57 of the 213 put a number on the result (27%).
  • Distinctive claim: Cost efficiency outcomes are reported by only 40 peers (19%).
Provider mix
  • Microsoft54%
  • GCP23%
  • AWS18%
  • IBM2%
Most-used technology
  • Azure OpenAI 48
  • Azure AI 28
  • Amazon Bedrock 22
  • Dynamics 365 19
  • Vertex AI 19
  • Gemini 18

Outlined: used in this record.

Shares describe this library, not the whole market.

Customer service automation analysis

Results against peers

50% reduction is within the typical range

Across 290 time & speed figures (all industries), the median reduction is 50%; the middle half falls between 30% and 76%.

This recordMiddle half of peers

  • Customer experience51 figures, all industries · middle half 20%–90%25%median increase
  • Cost savings168 figures, all industries · middle half 25%–70%40%median reduction

Peer figures are as reported by their sources; percentage claims only.

How we checked this record

Evidence tier: verified

A primary source with a named customer and a supported deployment status.

Named organization
Eneco eMobility
Who published the source
The organization itself
Deployment status
Production (confidence 95%)
Quantified result
The source reports at least one figure
Summary checked against source
4 / 5 agreement
Source link
Online at last check

Last re-checked 13 Jun 2026.

This record is evidence for

Insight · industryEnergy & Utilities dossierOne of 135 Energy & Utilities deployments. See which patterns dominate there and what they report.Insight · patternCustomer service automation213 deployments share this pattern. See where it is used and how it is built.Trend · momentumSurging pattern34 new deployments in the last six months, against 16 in the six before.

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