Digitally transforming PPC’s home relocation experience

In the dynamic energy landscape, PPC, Greece’s largest energy provider, is continually evolving its customer service offering. One of the more intricate user journeys – the home relocation process – presented an opportunity for digital optimization. Previously handled through multiple touchpoints and offline procedures, this journey was ready for reinvention. Significa designed and delivered a seamless, user-centric online solution that focused on simplicity, speed, and transparency.

Operating within a complex regulatory environment and a diverse digital infrastructure required a solution that would integrate securely with multiple back-office systems and government APIs, while adhering to stringent GDPR standards. Significa took on the challenge, designing and developing a fully custom, transactional digital service embedded within PPC’s e-contract platform.

The new digital flow empowers customers to submit a single online request to disconnect from their old address and activate a new one, all in 4 minutes. Drawing on UX best practices and real user research, our team created a simple step-by-step experience that even non-tech-savvy users can navigate with confidence.

The transformation has led to significant improvements:

• Average time decreased from several days to 4 minutes. Customer Satisfaction: 90% positive feedback on the digital service experience
  
  
• Offline requests decreased by 40% in the call center and 50% in physical stores. Now, 30% of all requests are made digitally
  
  
• System Reliability: 99.9% uptime, ensuring uninterrupted service availability

The result is a highly performant, scalable digital solution that enhances user satisfaction and operational efficiency for PPC. This collaboration exemplifies how strategic digital transformation partnerships can overcome complex challenges and deliver tailored, impactful results in regulated, high-stakes industries.