Integration of RESA into Connect My Home – Towards a unified customer journey in Wallonia
The project aimed to extend the Connect My Home (CMH) platform—originally developed by ORES—to the DSO RESA, in order to offer a seamless and unified connection process to all customers in Wallonia. The goal was to enhance customer experience while ensuring process alignment between the two major DSOs in a politically sensitive and evolving institutional context.
“We supported the overall coordination of the RESA integration, covering business analysis, project management, roadmap planning, and IT and change management.”
Methis Consulting performed several activities:
- Framing and governance setup: defining the integration roadmap, aligning governance structures, and securing buy-in from stakeholders across ORES and RESA.
- Business analysis and process alignment: mapping existing processes from both DSOs, identifying divergences, and harmonizing the customer journey for a consistent experience.
- Functional analysis and IT integration: gathering business requirements, specifying functional needs, and supporting development teams in adapting the platform to support multi-DSO operations.
- Change management and deployment preparation: leading training sessions, coordinating User Acceptance Testing (UAT), and organizing go-live and support processes.
The result was a successful go-live of CMH for RESA in December 2024, following a pilot phase. The new joint platform allows all customers in Wallonia to request and manage their connection projects through a single digital interface, reinforcing the user-centric approach of Walloon DSOs.
