#6 Solution Spotlight: Why it is no longer enough to be just an ‘energy supplier’?

Digital transformation in the energy sector is not just about adding a "change backup" button to the website . It's like converting a family home into an energy self-sufficient hotel. With solar panels, smart controls and a front desk that never sleeps.

The modern customer no longer waits for a paper invoice to arrive. He wants an overview. Right now. In the app. And if he's annoyed, he doesn't want to wait in line for an operator - but to solve it, ideally before he gets angry..

What's changed?

👉 90% of customers want real-time control

👉 71% expect 24/7 self-service

👉 15% are already active market players - virtual aggregation, peer-to-peer trading, community sharing or participation in flexible auctions - customers want more than just monthly billing.

But...

Digital onboarding, support automation, AI, community energy... Sounds progressive. But at a time when billing runs through Excel and there are no APIs in sight, transformation is more like trying to build a hyperloop on the rails of a post office locale.

However, you can't do without them today.

Based on our research and market experience, we've defined 7 tech trends that will determine whether customers see you as a modern energy partner - or just a necessary evil...

Have you heard of them? Have you worked with them? Are you one of the brave ones who are not afraid to adapt to the modern world?

Here they are 👇

1. 🪄 Digital onboarding or buying energy as an e-shopping experience

Forget paper contracts for once. Online negotiation with validation, tariff selection and signature in a few clicks is the new standard. The client wants to click - not wait.

2. 📱 Portal & app: digital counter in your pocket

Customers want to check their consumption, adjust their deposit or switch tariffs in the app while waiting for the tram. And not to get lost in the menu like in ERP from 2009.

3. 🗣️ AI chatbot & voicebot: Hotline fatigue finally has a cure

What? Voicebots that will recalculate a deposit at 2 a.m. Chatbots who don't grope for the word "contract". And interfacing with CRM and ticketing that gives a head and a heel.

4. 📊 Data & Prediction: don't wait for the customer to leave. Prevent it.

Customers don't leave suddenly. AI will tell you who is packing their bags - predicting departure based on behaviour is now a basic function, not magic.

5. 🔀 PV & community energy: Because the sun also shines on your KPIs

Help people become a small power plant. Offer them online PV payback calculations, connect them to communities, and give them clear dashboards that even an uncle from the forest solitude can understand.

6. 🎡 Process automation: the customer enters, the system executes

A complaint or supplier change doesn't have to take three days and four emails. When processes run automatically, so does satisfaction. Requests are handled without complex approvals, billing, CRM and smart metering talk to each other without losing information, and internal portals are not a nightmare but truly usable tools across teams.

7. ✨ Non-commodity world: because just "having power" is no longer enough

Customers expect added value. Offer them energy audits, loyalty benefits, green certificates or energy-saving products. Because loyalty isn't built with kilowatts.

So what? Are you a modern energy retailer by today's standards? You can also find more information on our website.

Autor: Jakub Hamerník, Head of Sales, Lundegaard