Going digital to simplify the customer experience in the energy industry

The Solution

The digital platform designed by Mia-Platform for NeN provides for the creation of an integration layer between frontend (app, website) and backend systems (CRM, IoT, Operations, Customer Support). The goal is to optimize the management and the usability of data, allowing to enhance the customer experience and to easily and fastly launch new offers.

In particular, NeN’s digital platform is based on 3 key layers: Business Orchestration, Single Responsibility Services, and Fast Data.

The Business Orchestration Layer is based on the innovative component designed by Mia-Platform. The Flow Manager is a saga orchestrator that can be easily deployed, configured, and fully integrated with the other platform’s functionalities.

The Flow Manager is a microservice that manages the sagas following the flow imposed by an event-driven finite-state machine, where transactions are triggered by messages. These messages are event-based and are asynchronously exchanged with a Message-broker.

Mia-Platform Flow Manager allows configuring the saga in a few simple steps, saving time compared to the development of a custom solution. It also offers huge benefits in terms of business logic management, debugging, and flexibility in case of an evolution of the requirements.

For NeN the key benefits are related to data consistency, and the error management in operations that are distributed on different systems such as, for example, the onboarding process of new customers.

Single Responsibility Services

Single Responsibility Services are microservices with a limited and defined responsibility that get data by interacting with external systems, or by accessing databases.

For example, the Marketing Notifications microservices simplify the sending of notifications from different NeN’s technical systems and help to manage the communication to all customers in a centralized way.

The main benefit generated by this microservices approach is the cost reduction for NeN. Microservices:

• are reusable and composable, and allow developing applications in a flexible and agile way;
• speed up the addition of new touchpoints and flows;
• allow adopting an evolutionary architecture, able to change quickly and consistently over time in response to arising business needs.

Mia-Platform Fast Data

Mia-Platform Fast Data is a set of ready-to-use microservices that allows aggregating data coming from different sources and systems in Single Views, that are built upon specific business logics such as, for example, the client profile, product information, or any other business need.

Thanks to Mia-Platform Fast Data, NeN can receive data from internal and third parties’ systems, and aggregate it in more than 40,000 Single Views. The Single Views gather all personal and consumption data of each customer and expose it in a simple and fast way to frontend systems, and the digital touchpoints accessible by clients (website, app).

This solution responds to NeN’s needs for scalability and performance, guaranteeing data velocity, integrity, and reliability, to offer a simple and positive experience to all its customers.