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Energy supplier · Belgium

Eight years of transformations at a Belgian energy supplier

Three major programmes across one client relationship: restructuring the entire product offering under new regulation, evolving the customer-facing offer tool, and governing upgrades and custom-code retirement.

Client
EDF Luminus
Role
Solution / System Architect
Period
2008 – 2015
Stack
SAP IS-U · CRM · Portal · WebDynpro · Solution Manager
8 years
delivery across three transformations
CREG
pricing restructure to the new regulation
Custom code
retired via a Solution Manager methodology
How the pieces connect
FOA offer tool & agents
SAP CRM & IS-U
Portal & calculator
Solution Manager governance

Context

EDF Luminus serves residential and business customers across Belgium under a regulator (CREG) that reshapes the market repeatedly. Behind every customer conversation sits a large landscape: SAP IS-U for billing, SAP CRM for products, a front-office tool (FOA) for agents, a calculator for tariff simulations and a public portal where customers register, submit meter readings and switch contracts.

The portfolio of products itself changed constantly — and had to, for regulation and competition.

The challenge

Keep three critical customer-facing systems moving at once: restructure the whole product offering onto new regulatory rules, evolve the FOA offer tool and the portal, and bring the underlying SAP platform up to date — without pausing daily sales operations.

What we did

  1. 01

    Pricing restructure (2012)

    The entire product portfolio restructured to the new CREG regulation — spanning the FOA and calculation tools, product configuration and the CRM and IS-U backends — with the promotion engine rebuilt for ad-hoc new offers.

  2. 02

    Faster launches

    The new product launch cycle shortened so competitiveness did not depend on IT backlog.

  3. 03

    FOA evolution

    The offer tool extended with competitor price comparison so agents could position the cheapest Luminus product, fed from CRM, IS-U and portal data — delivered in scrum.

  4. 04

    Portal and calculator

    Registration, meter reading, consumption advice, tariff simulation and contract switching built with JSP, CAF, WebDynpro and ABAP — plus a full portal landscape upgrade including sizing.

  5. 05

    Upgrade and custom-code clearance

    The SAP upgrade strategy framed for IS-U, CRM, BW, HR and portals; a custom-code clearance methodology built on Solution Manager, identified retireable objects in IS-U and CRM, and provided backup/restore for retired objects without a SAP instance.

  6. 06

    Operations

    Intranet and extranet portal administration (NWDI, CBS), second-line support for SAP HR overcome ESS/MSS, and intranet developments such as the Dimona and time-management projects.

The outcome

  • — A regulatory-compliant pricing capability survived three market regime changes.
  • — Agents sell, and customers register, switch and self-serve — on systems that evolved continuously.
  • — A documented path to retire custom code, cutting the maintenance footprint years before the next upgrade.

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