Drive Innovation with Energy and Utilities Cloud

Introduction

Lead the energy transition with Energy and Utilities Cloud. Maximize your operational efficiency, growth, and sustainability initiatives with built-in automation, intelligence, and real-time data — all on one platform designed for this evolving industry.

Salesforce Energy & Utilities Cloud is a dynamic management platform for all things in the energy landscape. Organizations can benefit from its personalized service, unified customer data, and business agility, and customers can benefit from a consistent customer journey, no matter what their expectations are.

Salesforce understands that the energy industry is constantly evolving, with new challenges like using sustainable practices and offering suitable solutions without massive costs. Energy & Utilities Cloud helps businesses bring these considerations and other processes together, ultimately streamlining what can be a very messy and disorganized operation.

What is Salesforce Energy & Utilities Cloud?

The Salesforce Industries Energy & Utilities Cloud provides utility companies and energy retailers with industry-specific capabilities that enable them to deliver outstanding new customer experiences while increasing operational efficiency. 

The Energy & Utilities Cloud solution is built on top of the Salesforce platform to assist businesses in achieving operational excellence while lowering development and customization costs.

The Salesforce Energy and Utilities Cloud is an industry-specific solution built on the world’s leading CRM platform. It is designed to elevate the customer experience and automate complex business processes like Order and Asset Orchestration while maintaining all customer and operational data on the same platform. 

The Energy and Utilities Cloud adds value to the CRM with predefined Industry objects. Developers and Consultants can utilize process templates and components for complex business scenarios instead of investing time in heavy custom logic.

The Solution Includes

• OmniChannel Service: The Utility 360 Console allows Energy retailers and Regulated Utilities to use Contact Center and customer service platform with an at-glace view of all customer interactions. These include Usage, Offers, Billing, Invoicing, and recent phone and email communication. 
• OmniChannel Sales: allowing utility companies to streamline sales for single and multi-site accounts optimized to protect margins. 
• Products, Offers, and Quotes: to help businesses configure personalized offers and quotes for commodity and non-commodity services from a unified catalog. 
• Contract Management: for faster contract creation and better regulatory compliance with a unified clause library. 
• Order and Enrollment: to help automate and orchestrate the enrollment and service delivery lifecycle management. 
• Field Service Management: Utility companies looking to transform their service beyond the contact center can optimize the agent and in-person field service experience and appointment scheduling. To do that, they need to combine the Energy & Utilities Cloud and data model with Salesforce Field Service Cloud.

Key Features

Customer Relationship Management (CRM):

The platform provides a centralised system for managing customer data, including account information, service history, and communication records. This enables energy and utility providers to deliver personalised and proactive customer service.

Field Service Management:

Salesforce Energy & Utilities Cloud integrates with Salesforce Field Service to optimise field technician scheduling, dispatch, and work order management. This helps energy and utility companies improve response times, reduce operational costs, and enhance customer satisfaction.

Order and Enrollment Management:

The platform automates the order and enrollment process, making it easier for customers to sign up for new services or modify existing ones. This streamlines the service delivery process and reduces administrative overhead.

Contract and Regulatory Compliance:

The Energy & Utilities Cloud helps organisations manage contracts, tariffs, and regulatory requirements, ensuring compliance with industry standards and reducing the risk of costly penalties.

Analytics and Reporting:

The platform offers robust analytics and reporting capabilities, enabling energy and utility providers to make data-driven decisions, optimise operations, and identify growth opportunities.

What can you do with Energy and Utilities Cloud?

Maximise your operational efficiency, growth, and sustainability initiatives with built-in automation, predictive and generative AI, and trusted real-time data on Energies and Utility Cloud — a single platform designed for this evolving industry.

Scale service and boost productivity with AI-powered automation:

1. Smart Utility Contact Centre:

Empower agents with smart, intuitive tools to get up to speed quickly and have full customer insight and next best actions at their fingertips. Automate and unify digital self-service, AI-driven chat, and integrated multi-channel experiences.

2. Einstein Copilot for Sales and Service

Speed up case resolution with quick answers to complex customer questions and automated approvals, and close deals faster with customised close plans for every opportunity and personalised emails to prospects.

3. Self-Service Portal: “My Account”

Impress your customers with a one-stop shop for your utility customer to check their bills, sign up for autopay, enroll in programs, purchase products and services, and much more.

Grow revenue with trusted data and relationships:

1. Configure, Price, and Quote for Energy and Utilities

Whether you are a retail energy company or a regulated utility, and regardless of if your customer is a homeowner or a business, always deliver the perfect quote with our industry specific CPQ for advanced order capture, guided selling, multi-site, commodity, and non-commodity products and services.

2. Order Management:

Easily manage and automate all aspects of the order lifecycle, including order capture, complex fulfilment, shipping, payment processing, and service in one central hub to accelerate time to market and streamline switching processes.

3. Personalised Engagement and Sales Programs:

Engage the right prospects with less effort, with AI recommendations on your next best action and with insights from emails and calls. Accelerate conversion rates by surfacing top leads automatically and generating customized action plans and offers personalised to your customers.

Optimise cost to serve with flawless experiences and operations:

1. Energy and Utilities Data Model:

Easily and quickly build, deploy, and manage your operations with a comprehensive data model covering everything needed for the energy and utility industry, from sales to customer and field service in both competitive and regulated markets.

2. Agent and Mobile Worker Productivity:

Boost productivity for customer service agents and field service teams by giving them one AI-powered workspace to manage support cases, major incidents, and jobs in the field with a complete view of every customer.

3. Work and Asset Management:

Improve customer and employee satisfaction by shifting from reactive to proactive service. Track assets in real time, automate predictive maintenance, and digitise the entire work order lifecycle, from creating and assigning to executing and debriefing orders.

4. Incident Management:

Stay one step ahead of major disruptions with incident management best practices built directly into Energy and Utilities Cloud. Diagnose and resolve incidents faster with the right tools and all case, incident, customer and asset data in one unified workspace.

How does Salesforce Energy & Utilities Cloud improve customer experience?

Salesforce Energy & Utilities Cloud is designed to put the customer at the center of the energy and utilities experience. By integrating various customer touchpoints and providing a unified view of customer data, the platform allows energy and utility providers to deliver personalized and seamless experiences throughout the customer journey.

Conclusion

Salesforce Energy & Utilities Cloud is a powerful addition to the Salesforce platform, and it has plenty of tools that can help energy and utility companies manage their sales pipelines, collaborate with stakeholders, protect their employees, and effectively manage their customers’ data.

Salesforce Energy and Utilities Cloud is more than just a CRM—it’s a comprehensive transformation engine for a traditionally conservative industry. With its rich data models, automated workflows, deep integration capabilities, and AI-powered insights, it positions energy and utilities companies to tackle today’s operational inefficiencies while preparing for tomorrow’s innovation demands.

Salesforce Energy & Utilities cloud is an off-the-shelf industry best practice solution. It can solve specific digital challenges in business units like Contact Centers, Commercial & Industrial (C&I) account management, or key account groups. Built on top of Salesforce, it extends the CRM capabilities with industry-specific components and automation to save time and effort in complex customizations and business logic.