{"id":4076,"date":"2026-05-12T13:35:47","date_gmt":"2026-05-12T11:35:47","guid":{"rendered":"https:\/\/transformingthedots.nl\/?page_id=4076"},"modified":"2026-05-12T19:41:55","modified_gmt":"2026-05-12T17:41:55","slug":"eneco-dxp-crm-transformatie","status":"publish","type":"page","link":"https:\/\/transformingthedots.nl\/en_US\/projecten\/eneco-dxp-crm-transformatie\/","title":{"rendered":"Project_Eneco_CRM"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"4076\" class=\"elementor elementor-4076\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5295810 e-flex e-con-boxed e-con e-parent\" data-id=\"5295810\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-46b02fa elementor-widget elementor-widget-heading\" data-id=\"46b02fa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">CRM and DXP platform<\/h1>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b7d1dbf e-flex e-con-boxed e-con e-parent\" data-id=\"b7d1dbf\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-69d90c9 e-con-full e-flex e-con e-child\" data-id=\"69d90c9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9261f7b elementor-widget elementor-widget-heading\" data-id=\"9261f7b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Project description<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-90c7212 elementor-widget elementor-widget-text-editor\" data-id=\"90c7212\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h4><strong>The context<\/strong><\/h4><p>For energy suppliers, the center of gravity shifted from supply to service provision, with digital channels serving as the main artery for sales, service, and customer retention. Eneco launched a multi-year program to implement this transformation across the entire organization: a new platform, a new data foundation, and new working methods. The question was not only technical (\u201cwhich platform\u201d), but primarily organizational: how do you get the business moving, how do you build something that is adopted after going live, and how do you prevent a large program from collapsing under its own complexity?.<\/p><h4><strong>The approach<\/strong><\/h4><p>We were line manager for the digital domain as well as business owner within the transformation program. That dual role provided both mandate and responsibility: safeguarding the business case, validating the rollout side, and aligning with the operational reality of a team that had to both keep the existing infrastructure running and put the new into production.<\/p><ul><li>Business ownership for the implementation of the digital experience platform (DXP), from scope, prioritization, and architectural choices to go-live and adoption.<\/li><li>Business ownership for the implementation of Microsoft Dynamics as the marketing automation foundation, with data model, segmentation, and campaign orchestration<\/li><li>Business acceptance for the delivery of the design system that enables a consistent customer experience across channels<\/li><li>Merger of the digital teams of Eneco and Oxxio into one digital organization, with attention to culture, expertise, and operational rhythm<\/li><li>Realization of the first chatbot solutions, as a prelude to automated customer interaction<\/li><li>Stakeholder management between IT, business, marketing, and customer service, with the Executive Board and steering committee as the escalation level.<\/li><li>Operational leadership for the ongoing customer channel alongside the program rollout, so that the store remains open during the renovation.<\/li><\/ul><h4><strong>What it yielded<\/strong><\/h4><p>Eneco has a digital experience platform, a marketing automation foundation, and a design system that together form the basis for the future customer relationship. This combination made it possible to give digital channels greater weight in the commercial mix, resulting in a noticeable shift in the ratio between online and offline sales and an improvement in the perceived customer experience. More important than the technology: there is a digital organization formed by merging two existing teams, with shared expertise, a shared toolchain, and a working method that has continued to evolve even after our involvement.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-78f11d4 e-con-full e-flex e-con e-child\" data-id=\"78f11d4\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3ab00a9 elementor-widget elementor-widget-heading\" data-id=\"3ab00a9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Project details<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7608cb5 elementor-widget elementor-widget-text-editor\" data-id=\"7608cb5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<table width=\"624\"><tbody><tr><td width=\"192\"><p><strong>EMPLOYER<\/strong><\/p><\/td><td width=\"432\"><p><a href=\"https:\/\/www.eneco.nl\">Eneco<\/a><\/p><\/td><\/tr><tr><td width=\"192\"><p><strong>SECTOR<\/strong><\/p><\/td><td width=\"432\"><p>Energy<\/p><\/td><\/tr><tr><td width=\"192\"><p><strong>PERIOD<\/strong><\/p><\/td><td width=\"432\"><p>2019 \u2013 2023<\/p><\/td><\/tr><tr><td width=\"192\"><p><strong>ROLE<\/strong><\/p><\/td><td width=\"432\"><p>Manager Digital \u00b7 Business Owner<\/p><\/td><\/tr><tr><td width=\"192\"><p><strong>TOPICS<\/strong><\/p><\/td><td width=\"432\"><p>digital transformation \u00b7 DXP platform \u00b7 CRM \u00b7 marketing automation \u00b7 design system \u00b7 digital CX \u00b7 channel growth \u00b7 team leadership<\/p><\/td><\/tr><\/tbody><\/table>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d475ed0 e-con-full e-flex e-con e-child\" data-id=\"d475ed0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>CRM- en DXP platform Projectbeschrijving De context Voor energieleveranciers verschoof het zwaartepunt van leveren naar dienstverlenen, met digitale kanalen als hoofdader voor sales, service en klantbinding. Eneco zette een meerjarenprogramma op om die transformatie organisatiebreed door te voeren: nieuw platform, nieuw datafundament, nieuwe werkwijzen. De vraag was niet alleen technisch (&#8220;welk platform&#8221;), maar vooral organisatorisch: [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":3845,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"angie-canvas","meta":{"_seopress_titles_title":"Eneco - DXP &amp; CRM transformatie | Transforming the Dots","_seopress_titles_desc":"DXP-platform en CRM-transformatie bij Eneco: digital experience platform, Microsoft Dynamics, designsystem en samenvoeging van digitale 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context<\\\/strong><\\\/h4><p>Voor energieleveranciers verschoof het zwaartepunt van leveren naar dienstverlenen, met digitale kanalen als hoofdader voor sales, service en klantbinding. Eneco zette een meerjarenprogramma op om die transformatie organisatiebreed door te voeren: nieuw platform, nieuw datafundament, nieuwe werkwijzen. De vraag was niet alleen technisch (\\\"welk platform\\\"), maar vooral organisatorisch: hoe krijg je de business in beweging, hoe bouw je iets dat na livegang ook geadopteerd wordt, en hoe voorkom je dat een groot programma onder zijn eigen complexiteit bezwijkt.<\\\/p><h4><strong>De aanpak<\\\/strong><\\\/h4><p>Wij waren lijnmanager voor het digitale domein \\u00e9n business owner binnen het transformatieprogramma. Die dubbele rol gaf mandaat \\u00e9n verantwoordelijkheid: de business case bewaken, de uitrolkant valideren, en aansluiten op de operationele realiteit van een team dat zowel het bestaande draaiende moest houden als het nieuwe in productie moest nemen.<\\\/p><ul><li>Business ownership voor de implementatie van het digital experience platform (DXP), van scope, prioritering en architectuurkeuzes tot livegang en adoptie<\\\/li><li>Business ownership voor de implementatie van Microsoft Dynamics als marketing automation-fundament, met datamodel, segmentatie en campagne-orkestratie<\\\/li><li>Business acceptance voor de oplevering van het designsystem dat consistente klantbeleving over kanalen heen mogelijk maakt<\\\/li><li>Samenvoeging van de digitale teams van Eneco en Oxxio tot \\u00e9\\u00e9n digitale organisatie, met aandacht voor cultuur, expertise en operationeel ritme<\\\/li><li>Realisatie van de eerste chatbot-oplossingen, als opmaat naar geautomatiseerde klantinteractie<\\\/li><li>Stakeholdermanagement tussen IT, business, marketing en klantenservice, met directie en stuurgroep als escalatieniveau<\\\/li><li>Operationeel leiderschap voor het lopende klantkanaal naast de programma-uitrol, zodat de winkel openblijft tijdens de verbouwing<\\\/li><\\\/ul><h4><strong>Wat het opleverde<\\\/strong><\\\/h4><p>Eneco heeft een digital experience platform, een marketing automation-fundament en een designsystem die samen de basis vormen voor de toekomstige klantrelatie. De combinatie maakte het mogelijk om de digitale kanalen zwaarder te laten meewegen in de commerci\\u00eble mix, met merkbare verschuiving in de verhouding tussen online en offline sales en verbetering in de ervaren klantbeleving. 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