The Challenge

The company related to this case study targets different markets, which require different sales and service approaches, however has the need to be able to view their company’s performance at 360.

INDUSTRY Utilities
SERVICES Sales, Community and Service Cloud, Dell Boomi
YEAR 2019

Business Context

400K+ Customers

across Residential and SME domestic markets.

350+ Users

Customer Service, Back Office Agents and Sales Agents

Supported Processes

Submission of meter reads, billing and account management 

Modules and Methodology

  • Utilize Sales Cloud for B2B Markets and approach clients with a standardized and guided sales flow
  • Case management across Email, Web, Phone and Chat (Einstein Bot)
  • Enhanced Account, Metering and Billing management Integration (Dell Boomi) with external Billing System 
  • Allow Residential customers to view estimated energy consumption, submit meter readings, view billing and renew contracts from Community Cloud portal

Main Results

Digitalized Sales Process

Sales process is now digitalized and automated

Unified Customer Journeys

Streamlined customer experience across communication channels

Customer centricity

Case, Account, Billing and Metering profiles in a single place