Energy & Utlities

A new operational foundation for connected service

How we helped Kemp & Lauritzen transform operations and service through a connected customer portal

Brand & Experience Design,

NoA Ignite — The digital consultancy that delivers

Assets managed
132000+
Of cases automated
83,5 %
Working days saved annually
1,231
Of issues resolved remotely
60%

Challenge
Kemp & Lauritzen managed large amounts of operational data across assets, technicians, IoT devices, and internal systems. But workflows were fragmented, customer dialogue often happened through email, and valuable operational insight was difficult for customers to access and use.
Solution
We helped Kemp & Lauritzen shape and develop KL360, a connected customer portal bringing together operational data, workflows, and service processes in one unified experience. Through product planning, UX workshops, and long-term platform thinking, the focus was on simplifying complexity and turning existing operational data into real customer value.
Impact
KL360 now manages more than 132,000 assets and automates 83.5% of all incoming cases. Administrative work has been significantly reduced, response times improved, and 60% of issues can now be resolved remotely.
Tech
- Platform
  Microsoft Power Platform
- Framework
  React
- Dataverse
  Microsoft Dynamics 365
- Backend
  Microsoft Power Pages

Turning operational complexity into a usable customer experience

While the installations themselves became smarter, many of the workflows around them remained manual. Customer dialogue often happened through email, systems were fragmented, and operational data stayed disconnected.

At the same time, customer expectations changed. Businesses wanted more insight, transparency, and smarter operations.

The company already had access to large amounts of operational data. The challenge was not collecting more data. It was making the existing data usable, accessible, and valuable for both customers and internal teams.

Kemp & Lauritzen needed more than a traditional customer portal. They needed a product experience capable of orchestrating complex operational workflows and data sources into one scalable, easy-to-use platform without adding unnecessary infrastructural complexity.

Together, we built the digital foundation for that transformation.

A customer portal built around operations, workflows, and real user value

We developed KL360 as a connected customer portal bringing together operations, service workflows, and operational data in one unified experience.

Rather than replacing existing infrastructure, the focus was on creating a product layer across systems and workflows already in use. This made it possible to simplify complexity while unlocking more value from the operational data Kemp & Lauritzen already had access to.

Together with Kemp & Lauritzen, we worked closely through UX workshops, product planning, and service mapping to shape how the platform should support both technicians and customers in everyday operations. The work focuses as much on product thinking and workflow design as on technology.

At the core of KL360 is the connection between assets, data, and service workflows. Ventilation systems, sensors, inverters, and energy installations are tied to specific locations, giving customers and technicians a clearer overview of operations, maintenance, and performance.

KL360 brings together data from IoT sensors, technicians in the field, ERP and service systems into one shared interface. This makes it possible for Kemp & Lauritzen to identify deviations earlier, automate parts of the service workflow, and give customers direct access to operational insight, energy data, documentation, and service history.

The platform was designed to simplify complexity rather than add to it. Instead of introducing disconnected tools and workflows, KL360 became a scalable foundation connecting systems, customer dialogue, and operational processes in one place.

This created a more proactive way of working, where operational insight became easier to use in day-to-day service and maintenance.

A transformation measured in operations, efficiency, and scale

KL360 changed how Kemp & Lauritzen operates.

Today, the platform manages more than 132,000 assets.

Before KL360, creating a service case required approximately 12 minutes of manual handling. Today, case creation happens automatically, saving an estimated 1,231 working days every year.

Over the past two years, 118,000 inquiries have been handled through the platform. Of those, 83.5% are now created automatically. 51.7% originate directly from IoT data, while 31.8% come from integrations and automated workflows.

The operational impact goes beyond automation. Manual processes have been significantly reduced, cases are created in real time, and data now flows more seamlessly across the organization.

Service itself has also changed. Today, 60% of issues can be resolved remotely. Response times are faster, and customers experience fewer acute breakdowns.

Customers now gain a full overview of their assets, insight into condition and performance, and the ability to plan maintenance based on data.

KL360 became more than a customer portal.

It became a new operational foundation for how Kemp & Lauritzen works with service, operations, and customer collaboration.

From reactive service to connected operations

KL360 brought operations, customer dialogue, and operational insight into one connected experience.

Looking to turn complex workflows and operational data into real customer value?  Let’s talk.

Lasse Breiner Vakgaard: Commercial Director Denmark; (+45)42133419|lv@noaignite.com

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A new operational foundation for connected serviceA new operational foundation for connected service

Assets managed

Of cases automated

Working days saved annually

Of issues resolved remotely

In short

Challenge

Solution

Impact

Tech