The Vattenfall Experience - Netherlands

Linda Zwijsen, Manager Customer Experience at Vattenfall tells about the importance and the process of shifting to an accessible website. Vattenfall is an energy supplier that provides energy to 2 million customers in the Netherlands.

Digital communication is important for their contact with customers. They can login and find information about the products and services provided by Vattenvall. Like for instance their current energy usage, energy usage history, tips and advice to limit their consumption, comparisons with others (neighbors, smaller or larger houses, flats, etc.). Customers can also adapt their monthly costs in the app.

Linda describes how a large organization like Vattenfall succeeded in making their website and app more accessible and how this included many activities like creating awareness, training staff, monitoring, including management into the process and also including persons with disabilities and their umbrella organisations. 

More aboutt he Vattenfall experience.

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