Customer Service Automation
Eneco eMobility needed to help a growing customer care organization handle rising EV charging demand faster and at lower cost without sacrificing employee or customer experience.
Reported impact
Eneco eMobility improved customer and employee satisfaction, reduced average wrap-up time by about 50%, cut training time to one hour, increased case throughput, and lowered licensing costs.
Eneco eMobility extended its existing Microsoft customer-service stack with Microsoft Digital Contact Center and Copilot in Dynamics 365 for Customer Service to help agents handle a fast-growing EV charging customer base. Capgemini first reviewed operating processes and then built an iterative rollout that started with a small group of expert agents, allowing features to be tested and refined before wider deployment. The AI-assisted experience pulls CRM context into the agent workflow, surfaces relevant knowledge-base content, generates live conversation summaries, and produces handoff notes so the next team can continue a case without rework. The same Copilot capabilities support chat-based answers to hard questions and faster after-call completion. The program was ideated and piloted within five weeks, then expanded from Belgium into the Netherlands, giving Eneco a lower-cost, faster-training service model that improves both employee productivity and customer experience.
Customer service interactions enter the Microsoft Digital Contact Center and Dynamics 365 workflow, where Copilot pulls CRM data and knowledge-base content, generates live summaries and handoff notes, and helps agents close or transfer cases faster.
"Copilot provides relevant customer relationship management (CRM) information to help coach agents through their calls."
"Just five weeks after the partners began ideation, Eneco eMobility and Capgemini rolled out the Microsoft Digital Contact Center to the first pilot groups."
"The case summary functionality helped us increase efficiency within the customer care team by reducing the average case wrap-up time by almost 50%"
"Working with Capgemini, the charging services provider boosted agent productivity and enhanced the client service experience by introducing Microsoft Digital Contact Center and its Copilot in Dynamics 365 for Customer Service GenAI-powered solution"
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
The page states 130 medewerkers in Nederland en België and also says the company works with more than 130 colleagues.
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