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Eneco Successfully Adopts New Intranet

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Eneco is a company in transition. Transitioning from an energy supplier to a partner that advises its customers on energy insights, savings, generation and other energy services. Because customers are increasingly in need of this information, Eneco wanted to collect, share and enrich them with their knowledge online as efficiently as possible. This applied to both the knowledge of internal employees and of Eneco employees who visit customers, such as mechanics.

Unfortunately, Eneco’s existing intranet was five years old at the time and could no longer fulfil these functions that the company desired. Therefore, in a request for proposal (RFP), Eneco wrote out a number of functional and technical requirements for the new portal/intranet/knowledge base.

“Macaw is an equal partner, who also dares to go the opposite way if that could bring a better result” – Christian Dietzel | Internal online communication manager

Adopting the new intranet

Numerous companies laid down clear visions on how to create a new intranet based on the given requirements. Why did Eneco choose Macaw? Because Macaw was the only one that also thought about the employees and how they could benefit from this new intranet. Even though Eneco didn’t specify this requirement, it turned out to be an extremely important one. And right there a new partnership was instantly born.

In addition, Macaw proposed to link the desired results with a number of KPIs that are essential to Eneco. That’s precisely why Macaw recommended building additional functionalities other than those mentioned in the RFP. Previous projects have shown which functionalities contribute to good user experience and, therefore, lead to a higher adoption rate. So, Eneco and Macaw worked together to come up with a list of actions to ensure rapid adoption of the new intranet.

Smart Collaboration

Watch the video to see what Eneco and Macaw have to say about Eneco’s transition from an energy supplier to a partner that advises its customers on how to generate energy, provides insight and delivers innovative and energy-saving products and services. Not to mention, the ‘co-creation’ process, which was supported by a digital collaboration environment for all Eneco employees.

Successful adoption of the intranet

To put it shortly, the new intranet was embraced by Eneco’s employees and not only because it was designed based on user interviews. The adoption was particularly successful because the partners worked on it together, paying attention to the needs of users before the adoption, during it, and after going live.

How did they manage to make the adoption go so smoothly? Contribution from different fields. A professional photographer was hired to take around 1,300 profile photos for Facebook. Even the mechanics, who aren’t directly in contact with the target group, offered a large percentage of input. And of course, the homepage take-over, the “how-to” videos for the most important tasks, a message on Yammer from the COO Marc van der Linden. This all contributed to the smooth adoption.

And we have the numbers to prove it. Customer satisfaction increased by almost one whole point, and the engagement (ratio between passive and active visits) also increased significantly since they went live. As a result, the new intranet has become an important channel in achieving Eneco’s transition goals.

Challenge
Eneco needs to collect, share and enrich customers with knowledge online as efficiently as possible. This applies to both the knowledge of internal employees and of Eneco employees who visit customers, such as mechanics.
Approach
Macaw proposed to link the desired results with a number of KPIs that are essential to Eneco. That's precisely why Macaw recommended building many other functionalities other than those mentioned in the RFP. Previous projects have shown which functionalities contribute to good user experience and, therefore, lead to a higher adoption rate. So, Eneco and Macaw worked together to come up with a list of actions to ensure rapid adoption of the new intranet.
Result
The new intranet was embraced by employees, while customer satisfaction increased by a whole point.
Macaw | Full-service digital partner

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