E.ON Next is redefining operational excellence with no-code, AI, and agentic automation, uniting 4,500 employees on a single platform that accelerates service delivery and drives the future of energy.
Creating a Connected, Insight-Driven Back Office
E.ON Next, part of E.ON Group and one of Europe’s largest energy providers that serves millions of residential and business customers across Europe and beyond. As the company continues its transition to sustainable energy solutions, it is equally focused on transforming the way its internal teams operate.
E.on Next joined forces with Creatio and Deloitte to implement Creatio’s agentic platform, laying the groundwork for a global smart automation journey that will transform operations with intelligent workflows, real-time visibility, and AI-powered efficiency.
We wanted to give every team a standardized, intelligent way to manage tasks and processes, to optimize performance and gain visibility across the business.
Turning Decentralized Strength into Coordinated Efficiency
E.ON Next operates through a network of “mini-businesses”, agile units designed to put decision-making closer to the customer. Each “mini-business” consists of several families and teams empowered to handle demand across channels and deliver fast, personalized service.
This autonomy fostered innovation, but it also introduced fragmentation. Teams built their own tools and reporting methods, relying on spreadsheets, emails, and manual tracking. Without a unified view of performance, it became difficult to compare results, allocate resources, or identify best practices.
Building the Foundation for Operational Excellence
As the first step toward greater structure and visibility, E.ON partnered with Deloitte to build a minimum viable product (MVP) that would showcase how automation, data integration, and AI can connect its distributed teams in a single intelligent environment.
Within just 12 weeks, the MVP laid the foundation for company-wide transformation, replacing disconnected tools and spreadsheets with a centralized, automated environment that allows teams to manage demand seamlessly and track performance in real time.
Key MVP deliverables included:
Unified Data Model
Consolidated customer, account, and user information from multiple systems into one platform.
Automated Case Routing
Introduced intelligent queues to assign cases to the right specialists based on demand type and complexity.
Reactive Billing Workflow
Digitalized one of E.ON’s most business-critical processes, enabling faster response times and reducing manual work.
Performance Dashboards
Delivered real-time visibility into task volume, resolution times, and workload distribution across teams.
Process Standardization
Established consistent, auditable workflows across mini-businesses, paving the way for global rollout.
The project went live with pilot users, on track to scale to 4,500 employees globally, managing back-office processes to support over 400,000 customers.
Our teams used to manage this in spreadsheets. Now, with Creatio, they have a clean, simple interface that lets them focus on customers while the system handles routing, tracking, and updates automatically.
From Visibility to Intelligence: Scaling with AI and Agentic Automation
With the foundation in place, E.ON Next is already planning to embed Creatio’s AI capabilities into its transformation roadmap, moving from process visibility to intelligent, AI-driven operations.
For E.ON, AI is not just a technology add-on. It’s a way to augment human expertise with real-time insights and automation, helping teams resolve issues faster and make smarter, data-driven decisions.
By consolidating operations on Creatio’s agentic CRM platform, E.ON now has the intelligence layer required to move faster, allocate resources more effectively, and make decisions grounded in real-time insights. The company sees AI complements human expertise with continuous analysis, recommendations, and automation.
Key AI and agentic use cases include:
AI-Powered Triage
To automatically process high-volume, low-complexity tasks, such as validating a bill or correcting a rating, allowing agents to focus on complex cases that require human judgment.
Automated Insight Generation
To replace manual reporting by producing instant summaries of process trends, volumes, and performance outliers.
Smart Case Suggestions
To review customer accounts and identify next-best actions that agents can approve or adjust, combining human oversight with machine precision.
Real-Time Operational Intelligence
To give managers rapid visibility into long-running cases and workflow bottlenecks, enabling data-driven decisions on resource allocation.
We see huge potential in using AI to triage work, predict trends, and surface insights instantly freeing our people to focus on more meaningful tasks. AI and human collaboration will define the next chapter of our transformation.
By consolidating over 5.5 million customer records and workflows into a single intelligent system, E.ON will be able to apply AI models to identify trends, improve forecast accuracy, and make faster, data-driven decisions.
Empowering Non-Technical Teams with No-Code
At the core of E.ON Next’s transformation lies a simple belief — a system powered by agentic AI can accelerate everything, but only if the right foundation is in place. That’s where no-code comes in.
To unlock the full potential of automation and intelligence, E.ON needed people across the organization to be able to build, adapt, and improve fast. The decision to adopt a no-code platform was therefore strategic from the very beginning. With Creatio, operational teams can now design and modify workflows, dashboards, and forms on their own, turning ideas from the field into live improvements without waiting for lengthy IT cycles.
I’m not a coder. I come from an operational background. But with Creatio, people like me can build forms, dashboards, and data models that drive real business outcomes. That’s amazing.
This democratization of development has already reshaped how E.ON operates. Delivery cycles have shortened, collaboration between business and IT has strengthened, and every enhancement now reflects the needs of the people closest to the customer. As a result, the company has achieved a notable 20 percent improvement in operational efficiency, resolving issues up to ten times faster than before. The new unified system has created visibility across more than 4,500 employees, improved coordination between business units, and dramatically reduced manual data entry and errors.
By giving teams the freedom to innovate and adapt processes themselves, E.ON has built the groundwork for continuous improvement, a living system where no-code and AI work hand in hand to deliver smarter, faster, and more connected energy operations.
A Global Vision for Connected Operations
E.ON’s transformation is not just about technology, it’s about reshaping how thousands of employees work together. With Creatio’s no-code platform at the core, the company is building a future where operations are connected, data-driven, and adaptive.
This is just the foundation. As we scale across our global teams, the speed of delivery, the insights, and the innovation will only grow. Creatio gives us the flexibility and intelligence to continuously evolve.
About Deloitte
Deloitte is one of the world’s leading professional services organizations, providing consulting, audit, tax, and advisory services across industries. As E.ON’s trusted implementation partner, Deloitte brings deep expertise in business transformation and digital strategy.
