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P7
Persona — External user (client side)
Julie — Client (Energy Manager)
End user via B2B portal F45 · 1-N per account
Chain links operated
A2A3A4A5A6
A5 via portal · A6 renewal decision-maker
Before
Before — Pain points
- No real-time view of consumption (only monthly invoice)
- Difficulty understanding the components of the energy price
- Requests handled by email with unpredictable delay
- CSR / Tertiary Decree reporting rebuilt by hand
- No transparency on the status of current trigger fixings
With the CRM
With the CRM — Gains
- F45 portal: live consumption, invoices, self-service ticketing
- Price transparency: detailed components and pedagogy
- F11 quarterly QBR PDF received without request
- CSRD / OPERAT exports ready for CSR reporting (F87, F89)
- Real-time trigger dashboard · threshold alerts
Measurable added value
Measurable added value
> 40
client NPS
< 15%
churn
> 70%
portal usage at D+30
+5 pts
renewal rate