Mobile app with API services
Tauron’s core business is coal mining, production, distribution and sales of electricity and heat
Client
Tauron
Industry
Energy
Country
Poland
Services
Mobile app, API services
Team
-
Background
Tauron supplies almost 50TWh of energy to over 5.6 million private and corporate customers. The entire Polish economy is undergoing a major transformation.
Challenge
One of the major new challenges in this transformation is customer service. To tackle this challenge, Tauron decided to redirect and position itself as a digital company. With the digital transformation, it aimed to lower the cost of customer support and increase conversion on sales of new services. During the transformation, customer loyalty was also high on the list of Tauron’s goals.
Solution
Euvic was chosen to help Tauron develop a mobile application that, through various features, would help them achieve their goal of positioning themselves as a digital business with reduced costs and increased customer loyalty. Euvic began the collaboration by implementing Scrum methodology and planning workshops to understand the scope, business requirements and goals of the project. Euvic put together a full Scrum team with developers and DevOps.
During the transition phase, it became apparent that Tauron needed to intensify efforts to provide the API layer with data from core business systems, including old legacy systems. Euvic was tasked with implementing the Common API services.
The transition phase ended with a decision by the steering committee to use SCRUM. They would work in an agile way and manage themselves. There were two problems with this decision that had to be solved.
The first was that Tauron was not used to working in an agile way. They had only worked according to the waterfall method before. This was solved by investing in continuous training on how to work agile, how to fully use SCRUM, how the product owner can add value to the projects. Full transparency for product owners and steering committee by showing delivered features and progress. This reduces the risk of abandoning agile development.
Another challenge we encountered was the “young” team that was perceived by our customers as “inexperienced”. The members of the team were young (under 30) but they are good technical engineers with open minds. We convinced the client to trust us, and Euvic’s management continuously coached the team and allowed them to take responsibility for the deliverables. After three months, the team was no longer treated as “young”.
Results
The end result can be seen as a “My Tauron” app that can be used by all Tauron customers. The application was accepted by almost 20% of them and has received 4.5 out of 5 in application stores, e.g. Google Play. Tauron managed to reduce the cost of customer service by 15% and increased sales of its services at the same time. Customer loyalty and satisfaction rose radically.
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