“Our customer portal, My Pages, has fundamentally transformed our digital customer service and communications. It is now significantly easier for customers to access information, order services, and analyze their properties' energy usage. The portal saves substantial time for both us and our customers, while enabling targeted information and tailored offers,” says Sofia Carlsson, Product Manager for My Pages at Stockholm Exergi.
Customer-centric and role-based overview simplifies operations
Stockholm Exergi, often called "the Stockholmers' energy company," is co-owned by the City of Stockholm and Ankhiale. The company produces and delivers sustainable district heating and cooling to properties across Greater Stockholm. Their 300-kilometre district heating network warms over 800,000 residents, while the world’s largest district cooling network cools more than 400 hospitals, offices, and shopping centers. With over 800 employees, the company is also driving the development of carbon capture to make negative emissions a reality.
The company aims to be more visible and transparent for its 11,000+ customers, making it easier to communicate and conduct business. As part of this improvement work, Stockholm Exergi developed the customer portal My Pages.
“We previously had an outdated iFrame-based solution called Energy Account, where customers could see invoices and subscriptions, but not much else. Moreover, accounts were limited to one property each, which was impractical for many. We needed a customer-centric solution that simplified energy analysis and enabled effective communication. That’s why we partnered with Precio Fishbone to develop My Pages,” Sofia explains.
First launched in 2019, the portal has been continuously developed with new features. A core attribute is its role-based access control, tailored to the unique needs of each customer.
“My Pages has truly elevated our self-service, especially for customers managing multiple properties. They can now efficiently handle their entire portfolio in one place. With role-based permissions, customers can control exactly who sees what, making information both more secure and more accessible,” Sofia points out.
Proactive features sharpen planning and optimization
The service includes advanced analysis tools that allow customers to generate reports, track KPIs, and analyze aggregated data for multiple properties. It also provides cost forecasts for the coming year.
“The analysis tool is widely used. It makes it easy to follow energy usage—for example, comparing consumption against a normal year or the industry average. The cost forecast is another popular feature that helps customers build clear documentation for next year's budgeting. The portal gives customers better control and helps them make informed decisions regarding energy optimization and contracts,” Sofia notes.
New services and personal advice just a click away
For Stockholm Exergi customers, finding and signing agreements or ordering new services is now effortless.
“Almost all our services and add-ons can now be ordered through My Pages. Customers find all forms and contracts here and can safely e-sign them via the integrated Oneflow platform directly in the portal. The fact that customers can manage so much themselves without contacting customer service saves everyone time,” Sofia highlights.
A highly appreciated service is Stockholm Exergi’s free personal energy consultation, which can be booked directly in the portal. These digital meetings help customers identify areas for improvement to reduce consumption, lower costs, and improve indoor climates.
“Digital consultations are one of our most requested services. Customers see it as a significant bonus that it’s so easy to book an expert. It leads to better, more personal relations and increased sales,” Sofia emphasizes.
More than double the active users in 5 years
With vastly improved user-friendliness and accessibility, usage of My Pages has grown rapidly. Previously, less than 30% of customers used the self-service portal. Today, over 70% are active users.
“My Pages plays a key role in how we evolve our service and communication. It is now our primary communication channel and has brought us much closer to our customers. We will continue to develop the solution so that customers can gain even better control, deeper insights, and more relevant information,” Sofia concludes.
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