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In 2019 OVO agreed to acquire SSE’s GB household energy and related services business, which included their customers, operations and employees for energy, telecoms and home services. At the time, the companies currently served almost 5 million customers together.
Fast forward to 2023 and OVO partnered with Desynit to finalise the migration all of those customers onto OVOs Salesforce platform.
At the same time Desynit assisted in delivering several significant enhancements to their Complaints and Workflow Management systems.
The biggest challenges on the project were responding to the required pace of change, and the massive amount of complexity within the client’s existing architecture.
This Project would not have been possible without identifying simple solutions that use out-of-the-box Salesforce features.
Desynit worked with them to restructure over 800 different processes following best practice case principles.
Desynit provided architectural governance to manage a highly complicated architecture which involves managing millions of incoming and outgoing messages a day from billing and communications system into the Salesforce platform.
The Salesforce technologies used were Service Cloud and Knowledge Base. We also developed non-Salesforce technologies such as BigQuery, Kafka and Google Data Fusion.
What made the project a success was the motivated team of individuals that had the right experience, worked collaboratively and cared about improving the way OVO interacted with its customers.
A key success metric gathered by our new features was that the number of Cases raised correctly with all the right information increased by 44% within a week of our new categorisation and case creation flow go-live.
Businesses that we’ve helped take that next step with the Salesforce platform.
Ready to transform your business with Desynit? Partner with us for seamless implementation and unparalleled support. Get in touch to start your journey today!
