The client’s challenge
ENGIE Romania, the largest natural gas distributor in the local market, serves over 2 million customers. The utility industry is highly competitive and undergoing digital transformation, with increasing customer expectations for fast, transparent and easily accessible services.
Industry players face challenges such as growing interaction volumes, the need to reduce operational costs, and the pressure to continuously innovate to stay relevant.
In this context, ENGIE identified early the need for a scalable and intuitive digital customer service solution. The MyENGIE app quickly became a strategic tool, bringing together features such as invoicing, payments, consumption tracking, notifications, and technical service scheduling in a single platform.
Today, MyENGIE is a benchmark in Romania’s utility industry, with over 1 million downloads, a 4.8 rating on Google Play and more than 50,000 reviews. The app not only streamlines customer interactions but also provides ENGIE with a clear competitive advantage, reinforcing its position as a leader in digital innovation and customer service.
Essensys Approach
The MyENGIE app was developed in three stages:
The app was built natively for both platforms using SwiftUI, Combine, Jetpack Compose, and Flow.
Technologies
Key features
Customers can view current invoices, payment history, and pay securely directly in the app, no need to call the support center, reducing late payments.
This feature was designed to meet the needs of ENGIE customers who operate several consumption locations, allowing them to manage all their sites seamlessly from a single interface.
Customers can submit their monthly meter readings directly through the app. This feature ensures accurate bills based on actual usage.
Automated notifications about invoices, deadlines, or interventions. Customers stay informed, late payments drop, and support request volumes decrease.
Reading and intervention appointments can be scheduled directly in the app, with real-time status tracking.
Customers can save cards for fast, secure payments. The payment process becomes simple, quick, and delay-free.
Testimonial
essensys { mReady successfully created the design proposals and consecutively delivered the apps in testing and production environments. The team led proactive project management with on-time delivery and was responsive to scope changes. They were also client-oriented and provided excellent consulting.
Conclusion
MyENGIE app gives customers complete control over their services: they can view and pay invoices quickly and securely, update consumption readings effortlessly, and schedule readings or technical interventions in just a few clicks. Personalized notifications reach them exactly when needed.
All of this is integrated into an intuitive and scalable mobile app that not only simplifies customers’ lives but also reduces operational costs, improves team efficiency, and transforms the customer experience into a fast, clear, and seamless journey.