EDF OA (Obligation d’Achat, EDF’s purchase obligation business) has been a SquAire partner since 2021. Every day, it supports renewable energy producers who expect proximity and responsiveness. The goal: build a truly omnichannel Producer Relations service that quickly gains control and satisfaction, while setting a course for continuous improvement over the medium and long term.
Challenges
- An omnichannel, close-to-the-field relationship. More flexible, more responsive and reliable, centered on welcoming producers, supporting them and ensuring their satisfaction at every contact.
- Quick wins first. Deploy short-term improvements that quickly increase control, visibility and producer satisfaction.
- Better producer journeys. Optimize every step of the relationship with producers.
- A long-term roadmap. Plan optimizations over the medium and long term.
Solution
- An integrated ecosystem combining interaction management, telephony and satisfaction measurement.
- Omnichannel handling with a unified view of all interactions.
- Process orchestration, for full control of request handling from start to finish.
- Real-time tracking of queue status and workflow progress.
- Step-by-step guidance for advisors, for consistently high-quality handling.
Results
The latest optimizations went live between late 2024 and early 2025. The impact assessment is under way.
Key success factors
- Smarter routing. Better routing and allocation of requests to the right skills, with fine-grained priority management (tenders, special cases and more).
- Redesigned producer journeys, for a better experience and greater efficiency.
- Faster, safer onboarding of new team members and quicker skills development.
- A consolidated omnichannel history of every producer relationship.
