Supporting organizations going through change

Who is Direct Energy?

Direct Energy is a retailer of home and energy services. The company was founded in 1986 and have grown to provide a vast array of services in its industry, including HVAC, plumbing, and electric, while also providing warranty and protection plans for its customers.

Direct Energy has more than four million customers across North America, making it the largest energy retailer in North America.

What was the challenge?

The successful transition of centralized back-office functions to Microsoft Dynamics AX in 2016 brought Direct Energy to a customer-facing phase. The deployment would be across multiple work streams, allowing a pilot retail location to utilize Field Service Automation (FSA) to communicate in real time with its field technicians, customers, and the supporting call center staff.


The experience for all personnel involved would be far more than technology-based, with each additional system capability resulting in a change in business process, role definitions, and most significantly, expectations for a superior customer interaction.


A successful go-live would not only display the solution as a viable and superior way forward for subsequent retail implementations, but also during a peak season and while mitigating negative impacts to ongoing operations.

What did we do?

Our Change Management and Learning team worked closely with project partners with an approach matching the diverse requirements of the project. This involved engaging system integrators, retail location resources, and call center operations to document change impacts and risks, in turn developing a training curriculum to ensure proficiency in required functions.


We facilitated knowledge transfer from the project to onsite training teams and provided support for end-user training, building retained competency for the call center and for field personnel and their supporting management.


This was accomplished through a full suite of training and post go-live support documentation, both for Direct Energy’s in-house training teams and end-users across all roles.

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