The challenge
Mega wanted to streamline its customer journey — from onboarding to billing and market communication. As a Dutch energy supplier with a lean IT landscape and no in-house development, Mega was looking for a solution that could be easily integrated with existing systems and accessible to all stakeholders: sales, marketing, front- and back-office, and external partners.
The solution
Together with Eneve, Mega implemented an integrated solution for onboarding, billing, and market processes. At its core is a powerful ERP system that connects effortlessly with other applications through robust API management. This forms the backbone of Mega’s integration strategy and creates a closed-loop system with a single source of truth.
All customer interactions and data are available in real time in one central view, enabling a full 360-degree customer perspective. Mega also offers extensive self-service via the myMega App and Portal, allowing customers to manage their details, view invoices, submit meter readings and receive personalised offers — all in real time and without needing to contact customer service.
The solution supports:
- Complete onboarding including contract handling and market communication
- Automated invoicing
- Real-time customer insights for marketing and retention
- Accessible tools for sales teams and partners
- Extensive self-service via app and portal
- Robust API integrations for fast and reliable system connections
The result
- Higher customer satisfaction through high first-time-right and first-time-fix rates in onboarding and billing
- Increased conversion as every employee can independently make customer offers
- Stronger retention with integrated campaigns that always deliver the right offer based on real-time data
- Operational efficiency: one customer service agent can manage 10,000 connections, a back-office agent up to 35,000
- Reliable data thanks to fully synchronised systems
- Greater control for customers through the app and portal, reducing service pressure and improving satisfaction
"No slick sales pitches or exaggerated promises , just a product that delivers. No empty words, but a partner who truly thinks along. Our customers are happier thanks to the app and portal, our sales partners benefit from clear tools, and we see better conversion through automated campaigns." Maarten Wijnen Operations Manager, Mega Energie Nederland
About Mega
Mega is an agile and efficient player in the Dutch energy market. Without its own development capacity, the company deliberately chooses best-in-class systems tailored to each domain. This strategy allows Mega to stay responsive to market changes while maintaining high customer satisfaction.
