How do B2B portals become a place of interaction?

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Providing an appropriate level of master data quality is a crucial prerequisite for efficient business processes within and between companies. Only if the master data is correct and complete can it be ensured that all companies involved in the supply chain can use the data correctly.
Content management systems as a central content hub
The standardization of content, assets and data is also relevant for energy suppliers in order to create a customer experience that is as individual as the respective use case. The bundling of different data sources in the user interface of the self-service portal is fundamentally important in order to make personalized experiences possible across all brands, markets and touchpoints.

Energy suppliers also place great value on a future-proof architecture for a digital experience. In particular, the interaction of integrated technology components is a basic requirement for this. The success of such a platform is measured by the following factors: the time to deployment, the usability, the quality of the product itself and ultimately the customer experience.

In order to offer users optimized experiences both in the self-service portal and at all other touchpoints in the customer journey, a number of energy suppliers use content management systems as the technological basis for their self-service portals. Which CMS is the right choice for each energy supplier and its self-service portal is as individual as the armenia consumer email list​ requirements. The identification of professional and technical requirements coupled with economic requirements provides an excellent foundation for subsequently evaluating the prioritized CMS requirements using a catalog of criteria. The decision for a CMS can be made on the basis of a points system and, if necessary, the experience of CMS experts.

>> Value customers by improving their self-service experience <<


In summary, customers want a caregiver rather than a pure provider. Seamless end-to-end care would be the ideal scenario.

Many customers change their provider every year purely for economic reasons. Comparison portals make the search for the cheapest provider much easier. In our view, customer experience is one of the few starting points for increasing customer loyalty and thereby gaining a small competitive advantage. However, the typical out-of-the-box solutions are very limited here. By connecting a content management system, you get a tool that allows you to take the customer experience to the next level.

Personalization, gamification or interactive content can contribute to customer satisfaction and even turn them into “fans”.

>> Turning customers into fans <<

Would you like to find out more about other exciting topics from the adesso world? Then take a look at our previously published blog posts .


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Balancing cost efficiency and customer service
The energy industry is undergoing a constant cultural change. Increased competition, higher customer churn rates, supra-regional supply and ever-increasing energy costs are making service orientation increasingly important in the energy industry. One option here is self-service solutions. However, there are a few points to consider when implementing them.