Throughout 2023, SECC will recognize one member every month, providing an organizational profile and highlighting the member's accomplishments in the smart energy space.
Salesforce makes cloud-based software designed to help businesses find more prospects, close more deals and wow customers with amazing service. Customer 360, its complete suite of products, unites sales, service, marketing, commerce and IT teams with a single, shared view of customer information, helping organizations grow relationships with customers and employees alike. Salesforce also builds industry-specific products to accelerate time to value for customers across more than a dozen industries, including Energy & Utilities.
Salesforce has supported the utility business for years, with over 500 utilities around the globe using its cloud software. In 2018, the company committed more deeply to the industry with an investment in Vlocity Energy & Utilities, a native Salesforce CRM (Customer Relationship Management) Sales and Service platform built specifically for the Utilities industry. The acquisition of Vlocity led to the formal launch of Salesforce Energy & Utilities Cloud in 2020.
Salesforce customers are known for creating lifetime customer value amidst changing markets. Salesforce’s utility customers navigate the new energy landscape with personalized service, unified customer data and business agility. Salesforce Energy & Utilities Cloud is differentiated by delivering:
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Industry experts at Salesforce develop solutions to help utilities modernize their businesses, save time and lower costs. Utilities invest in Salesforce to move to the cloud and transform the customer experience. In 2021, Salesforce’s comprehensive suite of Energy & Utilities solutions won it a position as a leader in IDC Marketscape’s Worldwide Customer Experience Management Solutions for Utilities 2021 Vendor Assessment. While some may know Salesforce as a CRM generalist, its steady industry focus, combined with ongoing customer innovation on Energy & Utilities Cloud, has resulted in an array of solutions spanning utility operations.
Utilities are realizing the promise of a customer engagement revolution that began years ago with smart meter data and is now reaching a peak with cloud and digital technology advancements.
On any given day, Salesforce customers deliver an average of 2.6 billion marketing messages, create four million leads and log 19.7 million customer service conversations. In addition, Salesforce Einstein delivers more than 80 billion AI predictions. That is a lot of data.
Salesforce’s customer data platform connects customer data, so every team has insight into how customers interact with the utility on every platform. Applying automation and intelligence in real-time, utilities can now:
All of this is accomplished with the highest global data security standards on Salesforce’s Hyperforce platform, compliant with FedRAMP.
Equality and sustainability are two of Salesforce’s core values. Salesforce champions regional initiatives that prioritize front-line communities. Salesforce Impact Ventures invests in cleantech and justice-oriented startups. Salesforce works with energy suppliers to decarbonize the company’s energy consumption and, in 2022, announced that it is officially a Net Zero company. And the Salesforce products and solutions team has created program management solutions for utility clean energy and low-income programs.
Utility customer expectations are evolving quickly amidst a changing climate, an accelerating energy transition and a digital revolution. Salesforce Energy and Utilities is delighted to join the SECC and continue its partnerships with utilities on this journey.