sonnen
How an energy provider learned what its customers actually want — and what that means internally?
1
Organization consistently aligned around the customer.
20+
Customer pain points identified.
10+
Cross-functional teams. Aligned around the customer.
Outcome
From fragmented processes to a shared picture.
- Shared understanding of customer journeys and operational flows.
- Clarity translated into concrete actions.
- Customer experience and operational efficiency — both improved.
Challenge
The knowledge was there. The shared direction wasn't.
- Every department had its own view of the customer — no shared picture existed
- Ownership was unclear. Friction was the default
- Silos that constantly consumed time and energy in daily work
leeep approach
First make visible what's actually happening. Then decide together what needs to change.
Evaluate
Customer journeys, processes, and ownership made transparent.
Envision
Dependencies, gaps, and levers identified — with focus on what actually moves customers.
Enable
Insights became concrete actions. Prioritized, buildable, with clear ownership.
What changed
The complexity was always there. Now it's visible — and shapeable.
- Everyone sees the same customer journeys and processes for the first time.
- Operational bottlenecks are identified. No longer guessed at.
- Improvements move faster — because the direction is clear.
- Teams and management are finally pulling in the same direction.
Further Cases
We develop strategies and solutions that actually move organizations forward.
Embedding innovation capability across the organization
Customers don't feel your intentions. They feel your execution.
Designing user-centered digital services in healthcare.
Let’s connect
leeep agency GmbH
Unter den Linden 26—30
10117 Berlin
hello@leeep.io
+49 (0)30 9210 1885 0