HCL DX Helps Edison Achieve The Scale and Speed Their Customers Need

The Solution

Edison’s Strategy + DX = a perfect fit

Edison engaged with the HCL DX team to relay their mission and strategy and with the DX platform they were able to integrate processes and tools seamlessly to achieve the efficiencies for the organization and a compelling user experience for their customers.

For their territorial telemarketing and selling channels, Edison had made architectural choices to guarantee the scalability that would allow them to increase their strength in volume of sales, and the speed needed to offer their customers the best possible experience. Their technology choices were compatible with and integrated perfectly with their DX environment. 

Edison has also chosen to combine the capabilities of the DX platform with the features in HCL Unica. With the Unica Interact module it was possible for them to customize the user experience for after-sales processes, which were previously handled by telephone. 

For their customers it is a modern, and above all, an easy and accessible user experience that masks all the backend complexities which are typical for the energy business sector. 

By combining these services and making them available directly to their customers they have seen a notable upturn in the metrics data collection from the first quarter of this year. In fact, they are seeing transaction completion rates of more than 90% due to the new, self-service nature of their site and current offerings. And their back-office processing rate is now 13% faster for files coming from their various digital channels.