{"id":43356,"date":"2026-01-15T11:07:22","date_gmt":"2026-01-15T10:07:22","guid":{"rendered":"https:\/\/nlmtd.com\/cases\/the-customer-as-key-in-congestion-management-a-new-customer-compass-for-flexibility-at-alliander\/"},"modified":"2026-01-15T11:30:18","modified_gmt":"2026-01-15T10:30:18","slug":"the-customer-as-key-in-congestion-management-a-new-customer-compass-for-flexibility-at-alliander","status":"publish","type":"cases","link":"https:\/\/nlmtd.com\/en\/cases\/the-customer-as-key-in-congestion-management-a-new-customer-compass-for-flexibility-at-alliander\/","title":{"rendered":"The customer as key in congestion management: a new customer compass for flexibility at Alliander"},"content":{"rendered":"\t\t
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The customer as key in congestion management: a new customer compass for flexibility at Alliander<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\tEnergy<\/span><\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\tInnovation<\/span><\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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The energy transition is putting heavy pressure on the electricity grid. Wholesale customers want to become more sustainable, but are increasingly running into grid congestion. Expansion of the grid takes years, so more innovative use is necessary. Alliander saw opportunities in flexible transmission rights but lacked insight into <\/span>who<\/span> their customers are, <\/span>what<\/span> they can do, and <\/span>under what conditions<\/span> they are willing to cooperate.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Result<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Together with nlmtd, Alliander developed a data-driven and behavior-based segmentation of wholesale customers. This led to six archetypes and a clear picture of needs, flexibility, scope, and preconditions. These insights now form the basis for a new domain vision and for developing flexible contract forms. <\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Customer<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Alliander is one of the largest grid operators in the Netherlands and is responsible for a reliable, safe, and future-proof electricity network.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Challenge<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Congestion on the grid requires customer-focused flexibility<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The Netherlands is rapidly electrifying. Demand for capacity is growing faster than grid operators can add. “<\/span>We are in a situation where customers want to become more sustainable, but the grid cannot always follow that pace<\/span><\/i>,” says Erik Groenenberg, Product Owner within Alliander’s Innovation Hub. “<\/span>That requires smart cooperation.<\/span><\/i>“<\/span><\/p>

Nationwide (LAN) developed four concepts for flexible transmission rights. Alliander was keen to test these with customers but soon discovered a lack of insight into customer needs. “We realized: before we validate anything, we need to understand for whom we are actually doing it,”<\/em> says Erik. This was also clear to nlmtd. Nick: <\/span>“If you want to test a solution without knowing what types of customers there are, you’re comparing apples to oranges. You have to see patterns before you can build.”<\/span><\/i>
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<\/span><\/i>The existing sector classification proved insufficiently predictive of flexibility. A bakery and a paper mill look entirely different on paper, but can be surprisingly similar in terms of flexibility. Or not. <\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\n\t\t\t\tFlexibility only works when it's a two-way street. Thanks to this project, we see where customers experience space and what we need to adjust to make that space possible.\t\t\t<\/p>\n\t\t\t\t\t\t\t

\n\t\t\t\t\t\t\t\t\t\t\t- Nick Mastenbroek (nlmtd)<\/cite>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/blockquote>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Deep dive into the process: from assumptions to archetypes<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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1. Qualitative research: understanding what is really going on<\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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In partnership with the innovation hub, nlmtd conducted a series of in-depth interviews with a range of large-scale consumers. Not with a pitch, but with questions such as: <\/span><\/p>

  • What do you use electricity for?<\/span><\/p><\/li>

  • What happens when that capacity is temporarily lacking?<\/span><\/p><\/li>

  • Do you want and can you manage consumption?<\/span><\/p><\/li>

  • What do you expect from your grid operator?<\/span><\/p><\/li><\/ul>

    Because regular channels for customer dialogue were not yet established, the team took a pragmatic approach: through networking, warm contacts, and, where necessary, apologizing afterward rather than seeking permission in advance.<\/p>

    Nick: “<\/span>We soon discovered that price is hardly leading. For customers, the primary process is sacred. Flexibility is possible, but only if they maintain control and know where they stand.”<\/span><\/i><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    2. Design thinking & analysis: from raw insights to patterns<\/strong><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Two key questions recurred in the interviews:<\/span><\/p>