Engie, the French multi-national electric utility company, set out to optimize their performance across multiple customer projects via a migration to centralized operations.

They selected IFS for their Customer Engagement platform, which seamlessly meshed together the helpdesk, planning functions and telephony systems; critical to the company’s evolution and growth.

Since deployment of the IFS Customer Engagement platform, Engine have enjoyed:

Read more to understand the details of the solution implementation that has helped Engie deliver a clear ROI of their investment in customer service.


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"Implementing a highly flexible intelligent desktop has helped develop Balfour Beatty Workplace’s pool of agents into a network of client experts.."

Lee Dobbins

General Manager at Balfour Beatty Workplace NOC

About Engie

Engie (known as GDF Suez prior to April 2015) is a French multinational electric utility company, headquartered in La Défense, Courbevoie, which operates in the fields of electricity generation and distribution, natural gas, nuclear and renewable energy.

Benefits seen using IFS

  • 18% improvement in response rates within the first 6 months alone
  • 25% reduction in rectification payments
  • 28% improvement in planned maintenance performance SLAs
  • £515k cost savings in just 9 months through efficiency savings and penalty reductions

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