Smart Energy & Utilities
Client
ENGIE
Portfolio
Smart Energy & Utilities
Region
Italy
Overview
To develop customer-centric solutions spanning renewable energy services and personalized technical support, adopting suitable intelligent technology is crucial.
Challenge
Deliver tailored technical assistance, streamline ticket management, and facilitate collaboration among multiple stakeholders
Solution
Transform the user experience and optimize processes through an integrated system
Results
Improved connectivity and ensure easy access to data
A global partner in energy transition
A mission that brings together more than 100,000 employees, customers, and shareholders globally and allows for balancing economic results with positive effects on the planet and all its inhabitants."
In Italy, with over 3,400 employees and 60 locations operating throughout the energy supply chain and a widespread presence across the national territory, ENGIE is a partner to over a million families for energy supply and home services.
Unique and integrated customer experiences
It extends to delivering distinctive technical assistance to Home Service customers, crafting personalized journeys from the initial call to on-field execution. This entails seamless integration of diverse existing systems and fostering collaboration between technicians and the Back-office. Furthermore, the goal is to accelerate the entire ticket management process, improving appointment scheduling speed and on-field reporting.
"We were looking for the appropriate technology to enhance our on-field service, striving to elevate both technician and customer experiences while ensuring continuous connectivity.”
Transformation through Cloud: innovation, connection and personalization
This is facilitated by Salesforce modules including Community Cloud, Service Cloud, and the integration of Field Service.
This facilitates centralized, real-time visualization of work orders and inventory, thereby enhancing field service operations.
Results
Streamlining and optimizing business processes
Enhancing connectivity for seamless communication
Centralized and real-time visualization
Delivering fast, intelligent, and personalized services tailored to customer needs
Impacts
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Composable Business Model
Responsible Productivity
Digital Ecosystem
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Energy Resources & Sustainability
Enabling Technologies
-
Cloud
Project Team
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Advanced Enterprise Platform
Energy & Utilities BU