Engineering Innovation in
Smart Energy & Utilities
We have created a Customer Engagement platform for the Free Market, Microbusiness Protection and Gas Protection, including for large customers, small businesses and resellers of ACEA Energia.
Approach & Solution
Approach
Engineering supported the digital transformation journey of Acea Energia, a leading electricity and gas sales company, by developing a cloud platform for digital, multichannel and omnichannel customer management at all stages of business processes (pre-sales, sales and post-sales).
The project involved the development of the platform and the provision of maintenance and evolution services for the Salesforce components to ensure the future sustainability and ongoing suitability of the platform to the client's current and future needs.
We adopted an integrated approach combining Waterfall and Agile methodologies and ongoing advisory support to implement the project.
The project involved the development of the platform and the provision of maintenance and evolution services for the Salesforce components to ensure the future sustainability and ongoing suitability of the platform to the client's current and future needs.
We adopted an integrated approach combining Waterfall and Agile methodologies and ongoing advisory support to implement the project.
Solution
The solution enables the management of the unique peculiarities of each market segment, with more than 50 sales and after-sales processes for electricity and gas supplies.
The platform combines multiple Salesforce solutions: Sales & Service Cloud, Experience Cloud, Einstein Analytics, Marketing Cloud, Salesforce CPQ, CDP. The evolution of the Customer Data Platform to the cloud allowed the reanalysis of the customer journey data and make it available in an automated way, enabling the development of customized campaigns. The adoption of the Tableau reporting system with AI capabilities will simplify the activities of analytics teams and top management.
Integration with SAP IS-U has reduced contract activation time.
The roadmap includes the adoption of predictive and generative AI tools for process automation and more effective claims management.
The platform combines multiple Salesforce solutions: Sales & Service Cloud, Experience Cloud, Einstein Analytics, Marketing Cloud, Salesforce CPQ, CDP. The evolution of the Customer Data Platform to the cloud allowed the reanalysis of the customer journey data and make it available in an automated way, enabling the development of customized campaigns. The adoption of the Tableau reporting system with AI capabilities will simplify the activities of analytics teams and top management.
Integration with SAP IS-U has reduced contract activation time.
The roadmap includes the adoption of predictive and generative AI tools for process automation and more effective claims management.
Results
Digitization of processes
Time to Market in the publication of new products
360° monitoring of all activities carried out by operators
Enabling Technologies
Cloud
Project Team
Energy & Utilities