Amit az egész ország ismer: integrált online ügyfélszolgálati platform

MVM Next: Integrated Online Customer Service Platform

Recognized Nationwide

Ügyfelünk, a Our client, MVM (Magyar Villamos Művek), is Hungary’s largest energy provider, serving millions of residential and business customers.

EnergyIndustry, PowerSector

MVM’s mission is to become a dominant energy and infrastructure provider in Central Europe, built on carbon-neutral solutions, while playing a leading role in fully serving its customers' energy needs. This ambition is supported by MVM’s customer service network, which ensures that matters are settled quickly and reliably, making the most frequent administrative tasks available through online self-service platforms.

The Challenge

Following the acquisition of various gas and electricity providers, MVM faced the task of integrating previously fragmented digital systems into a single, transparent interface. The goal was to allow users to manage affairs related to different services in one place, following a unified logic, through a clean and easy-to-understand interface. The system was required to serve millions of users with predictable operation and high availability.

The number of registered points of use in the system now exceeds 4,000,000!

The challenge stemmed not only from the diversity of administrative processes but also from the requirement for the system to operate under heavy load with continuous availability. The objective was to ensure that customers could reliably, quickly, and independently manage their most common tasks online.

This leads to a tangible reduction at in-person customer service visits and administration time is shortened.

One of the greatest technical challenges was the integration of six partially different SAP IS-U backend systems resulting from various acquisitions. We had to establish connections to these systems in a way that:

the specific source SAP system remains completely invisible to web and mobile clients,
the development team could technically adapt to SAP interfaces that were generally not designed for real-time queries,
we avoided overloading the backend systems while still presenting up-to-date and relevant information to customers.

Additional difficulties were posed by traffic peaks – such as billing and meter-reading periods – which place a direct load on enterprise resource planning systems. Furthermore, fixed legislative deadlines require constant adaptation. This operating environment leaves narrow room for maneuver, necessitating continuous re-planning, conscious prioritization, and flexible, agile collaboration both within the development team and together with business decision-makers.

The Solution

The MVM Next online customer service system is built on master data provided by ERP systems and works in close integration with multiple external services. Stability and a unified user experience are ensured by handling the varying operational characteristics of backend systems within the backend layers rather than at the client-application level. By employing tailored data processing strategies – such as various caching methods, synchronous and asynchronous communication, and deliberate task scheduling. As a result, service continuity can be ensured in a controlled manner, with partial functionality where necessary, even during peak periods or planned maintenance.

The integrated online customer service platform allows for comprehensive administration:

from contracting and
the management of usage points
through bill payments all the way to video chat-,
appointment booking - and
fault reporting functions.

Today, customers can manage all their energy-related matters on a single interface, transparently and conveniently.

The online customer service is complemented by numerous information and support applications developed over years of collaboration. These include, for example, the FAQ module, which facilitates quick access to basic information, and the written customer service interface, where users can directly contact administrators with specific questions.

The MVM Account service provides a Single Sign-On (SSO) solution for the entire group, ensuring that all MVM applications are accessible with a single login. In addition, we have developed numerous background systems and integrated external services that enable specific business functions or automatically perform large-scale data consolidation, ensuring smooth and seamless operation.

The Result

Through MVM Next, customers can perform online most tasks that would typically be handled at a customer service desk or office. From our partner's perspective,

this results in higher customer satisfaction, faster administration, and a reduced load on customer service, while the provider's staff can also perform a significant portion of their work through a digital platform.

From a technical standpoint, the greatest value of the solution is that the user experience remains unified, while:

background system integration is masked and controlled,
the system is modularly expandable: the development and implementation of new functions can be achieved quickly and with low risk,
near real-time information can be provided on the customer side even when using non-real-time interfaces,
during peak periods and maintenance, the system remains operational through degradation modes,
large-scale data migration processes tied to legislative deadlines are integrated into daily operations with appropriate scheduling and background processing, ensuring they do not hinder usage or degrade the user experience.

The system is used nationwide in both the residential and business segments, providing one of Hungary's largest digital service packages in the energy sector.

The platform not only simplifies daily administration but also provides support in major life transitions such as buying or selling property, specifically during ownership transfer processes and the submission of new requests. Both MVM's customers and employees benefit from more transparent, faster, and more efficient operations, while digitalization significantly reduces administrative burdens and makes information accessible that would otherwise require substantial effort to obtain.