Engineering: leader della Digital Transformation

Engineering Innovation in

Smart Energy & Utilities

Nuove frontiere per la fidelizzazione del cliente

New frontiers
for customer experience

A new digital omnichannel tool, realized in partnership with TIBCO, for a world leader in the energy industry.

Approach & Solution

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Approach

For an optimal management of the communication channels, today’s large companies cannot do without simple, efficient and reliable digital tools.

One of the world’s leading players in the energy industry, with over 30,000 employees worldwide, needed to replace its outdated CRM software with an advanced and innovative tool, characterised by two key features:
  • Omnichannel management (e-mail, sms, social media, etc.) of the company's Marketing Campaigns, beneficial for supporting the various scenarios and initiatives
  • Adoption of Salesforce, in order to automate the management of multi-channel campaigns and integrate it with other existing systems.

Solution

Engineering has created a high-performance solution based on AWS Cloud Services that has been architected as a cloud native service, using the iPaas TIBCO platform (TIBCO Cloud Mashery as API gateway, TCI as orchestrator and TIBCO Spotfire as bam), while all services are provided by AWS such as Amazon Auroras for auditing on DB and S3 as a files’ storage.
Choosing a total cloud platform on AWS enabled us to speed up development time, aligning resource usage during project timeline and run, and optimizing total costs of service provided.

Results

3-month project implementation

1.8+ million daily events managed

Performance targets exceeded (+40%)

3rd party software integration

Adoption of an omnichannel approach

Project value

Innovation
Process performance
Cost cutting

Enabling Technologies

Cloud
Cybersecurity

Engineering proprietary products & other technologies

TIBCO

AWS (Amazon Web Services)

Salesforce

Project Team

Engineering Energy and Utilities Business Unit

Engineering ESL

WebResults (Engineering Group)

TIBCO (Partner)