How to improve end customer experience to accelerate the heating transition

The social acceptance of the heating transition is vital to make it successful. Digital transformation with a focus on end customer experience is known to be a critical success factor in the heating transition.

Digital transformation is the process of using digital technologies to fundamentally change the way a business operates and delivers value to its customers. Digitalisation gives an opportunity to raise the end-users’ awareness of their energy use. Engaging with end customers for district heating companies means actively communicating with end customers to understand their needs, expectations, and concerns, and providing them with relevant information, education, and support. It involves building a relationship with their end customers and creating positive experiences that help to build trust and loyalty. This is often referred to as customer experience (CX).

Zero Friction’s customer care and billing platform powers the customer experience of the district heating and cooling companies. Our vision is to create impact on the heating transition by being an enabler for the heating and cooling transition and therefore energy transition by providing the digital transformation technology to enable a new generation of customer experience for customer care and billing and the supporting consumption meter to cash cycle.

We believe that end customer experience for customer care and billing solutions for district heating companies should be:



  • Convenient: Customers should be able to access information and pay their bills easily, either through an online portal, phone, or in-person.
  • Transparent: Customers should have access to clear and accurate information about their bills, usage history, and payment options.
  • Responsive: Customer care should be available 24/7 and respond promptly to customer inquiries and concerns.
  • Personalized: Customers should feel valued and understood, with customer care representatives that are trained to oversee their specific needs and concerns.
  • Efficient: Billing and payment processes should be streamlined and quick, minimizing any delays or confusion for customers.
  • Secure: Customers’ personal and financial information should be protected and secure, ensuring their privacy and peace of mind.

Achieving social acceptance of the heating transition requires a multi-faceted approach that focuses on education, community engagement, pricing and tariff structures, reliability, and customer service. By building trust and confidence in the technology, and demonstrating the benefits to local communities, it is possible to increase adoption of district heating systems and accelerate the transition to a more sustainable and efficient energy system.

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