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:
- Consolidate applications and simplify your platform to save costs: On average, most Salesforce companies come in with 976 different software applications just to keep the company running. Utilities streamline with Salesforce to minimize software, hardware and human resources.
- Go beyond the utility bill: As utility business models evolve, utilities are scaling their ability to launch new customer programs and services. A great example is Centrica’s New Energy Platform; see the short YouTube video here.
- Eliminate customer friction: Utilities create seamless customer journeys between mobile apps, chatbots and live service agents. For commercial and industrial customers with multiple products and sites, energy suppliers shorten the quote-to-contract time from weeks to days.
- Drive Utility Customer Growth with Data and Cloud Strategies. To thrive in today’s energy economy, utilities are designing robust new customer offerings and more comprehensive customer journeys. The Salesforce platform helps utilities lead the digital transformation.
- Stop swiveling to get the 360-view: IT staff can use pre-built integration processes and MuleSoft APIs to consolidate data from multiple backend systems to provide agents with unified customer data profiles.
- Support a work-from-anywhere world: During the pandemic, Salesforce customers quickly pivoted their utility service agents and field service teams to work remotely. Within days, their teams had all the needed mobile and digital tools and tech. Salesforce studies showed that these utilities delivered higher service and satisfaction. Remote support and customer self-service capabilities are now a mainstream part of utility operations.
- Engage and empower employees: Now, utilities can easily configure Salesforce’s intuitive service consoles with clicks, not code. With Trailhead, Field Service Cloud and Experience Cloud, utilities are delivering onboarding, training, real-time assistance and certifications for their employees and partners from anywhere, at any time.
All of this is accomplished with the highest global data security standards on Salesforce’s Hyperforce platform, compliant with FedRAMP.