Energy & Utilities Cloud

Salesforce Energy & Utilities Cloud – Powering the Future

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.

What Is Energy & Utilities Cloud?

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 the 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:

  Allows 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 catalogue.

• 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 centre 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 the Salesforce Field Service Cloud.

Who Can Use It? 

The Energy and Utilities Cloud supports equally well B2B and B2C processes. In Business-to-business relations, the Commercial and Industrial Sales/Account manager is responsible for on-time, accurate, and detailed customer interactions.

The OmniChannel Sales solution allows for the development of comprehensive quotes based on a unified product catalogue with automated pricing, product compatibility, and penalty rules. Quoting for multiple locations is possible through the multi-location quote functionality together with a strict built-in account hierarchy.

Service agents at Energy Retailers are empowered by the Utility 360 Service Console, where all end-customer information is tracked and stored. Contact centre operators can easily and quickly respond to any customer inquiry about usage, billing, and invoicing. Any upselling opportunities such as new product offers, changes of plans, and special promotions can be handled through the Console.

Business customers can benefit from multi-location quotes, accurate quotations, and contract negotiation processes. All quotes and contracts are generated in Salesforce and can be revised, negotiated, emailed, and e-signed without leaving the platform. Retail customers can navigate through self-service portals, submit inquiries, open disputes, and have access to all of their usage, billing, and invoicing information.

Why Twopir? 

Our industry-focused development teams have crafted for Energy and utility giants, like data management software, advanced ETRM platforms, and top-notch analytical and forecasting tools that help organizations make more informed decisions, streamline their operations, and maximize profits.

Team Twopir has based its expertise on systematically tackling the platform challenges and keeping up with the latest features and updates. Our learning and training processes have greatly benefited from our partners’ business cases and best business practices. These help us build upon our experience to accumulate a remarkable database of priceless knowledge.

HOW CAN WE HELP :

• Assisting with the implementation of Salesforce Energy & Utilities Cloud and integrating it with existing systems to streamline operations.
• Tailoring the platform to meet specific industry requirements and ensuring that it aligns with the unique needs of energy and utilities organizations.
• Implementing and customizing CRM solutions to enhance customer interactions, manage accounts, and improve overall customer satisfaction.
• Implementing analytics tools for data-driven decision-making, helping organizations gain insights into energy consumption patterns, operational efficiency, and more.
• Providing training sessions for employees to maximize their use of Salesforce Energy & Utilities Cloud and offering ongoing support for troubleshooting and updates.

RESULTS:

• Platforms that enhance customer interactions, billing processes, and service requests for utility customers.
• Solutions to optimize field service operations, improve asset management, and streamline maintenance processes.
• Mobile applications that empower field teams to access real-time information, respond to incidents, and collaborate efficiently.
• Automation features to streamline business processes, enhance operational efficiency, and reduce manual tasks.

Conclusion: 

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 and 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.

The Salesforce experts at Twopir have a proven track record of collaboration with Energy and utility companies and numerous cloud computing projects that have dramatically improved our partners’ efficiency.