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Utility Customer Experience

Put customers at the centre of utility transformation. Un-silo your data and bring teams together to create seamless, personalised utility customer experiences with the world’s most trusted data, AI and CRM platform that's built for the energy and utilities industry.

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Relationship management built around today's energy customer.

With the world’s most trusted data, AI and CRM platform and a cloud application built for industries, Salesforce for Energy & Utilities is the right digital platform for evolving utilities.

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Unlock holistic customer engagement.

Energy & Utilities Cloud Platform

  • Personalised Utility Customer Experience. Draw from disparate data sources to form more complete customer profiles. Filter product and service offerings based on customer eligibility and propensities. Send the right alerts, reminders and promotions at the right time.
  • Automated Service. Deflect contact centre calls so agents can concentrate on complex cases. Automate and unify digital self-service, AI-driven chat and integrated multi-channel experiences. Streamline common customer transactions, enrolments and programme approvals.
  • Engagement Across Channels. Connecting service workflows across contact centre, digital channels and field service makes it easy to give your customers a seamless experience — from beginning to end.
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Make field service your utility ambassadors.

Salesforce Field Service for Energy & Utilities

  • Next-Generation Field Operations. Give today's mobile-enabled field and installation teams the comprehensive insight and real-time knowledge they need to serve and educate customers.
  • Safety and Service Quality. Enhance productivity and safety with utility-specific mobile work process templates based on industry best practices for short- and long-cycle work.
  • Asset Management. Manage critical resources and assets for emergency services, testing and inspections and short-, medium- and long-cycle work.
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Complete your energy solution with these Salesforce products.

Field Service for Energy & Utilities

Streamline field operations. Train a new energy workforce to improve on-site safety and efficiency.

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Einstein 1 and Data Cloud

Get AI insight from diverse data sources and automate workflows across your Salesforce applications.

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MuleSoft

Instantly connect a growing list of energy and utility applications and data with speed and scale.

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Tableau

Transform energy and customer data into actionable insights and processes.

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Revenue Cloud Configure Price Quote CPQ and Product Catalogues

Customise catalogues of new, non-commodity products and services on the world's leading CPQ

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Build the perfect utility solution with our help.

Build the perfect utility solution with our help.

Get in touch today and our experts will guide you through the process, step by step:

  • Choose the right Salesforce for Energy & Utilities edition.
  • Add products/features needed, if not already included.
  • Customise the final result with apps, services and support.
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Get the most out of energy and utilities solutions with industry-savvy partners and experts.

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Energy and utilities trends and insights to help you thrive in the digital age.

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Ready to take the next step with Energy & Utilities Cloud?

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Start building on Energy & Utilities Cloud for free with one of our trial environments, custom configured to suit your needs.

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Utility Customer Experience FAQs

Customer experience management handles your utility's interactions with current and potential customers, field crews and trade allies and suppliers. It considers critical information like energy usage, billing, product adoption, customer behaviour and preferences and field service data.

A good utility customer experience management platform helps energy and utility companies increase lifetime customer value by improving customer experience, digitalising service and expanding products and services while reducing operating costs with more self service and AI.

Managing customer experience on energy and utilities CRM can help you to get more visibility into your customers and their households, introduce new products and services, build a robust retail sales or programme participation pipeline and deliver meaningful service experiences for energy consumers.

First, determine what you want an energy and utilities CRM to solve. An energy and utilities CRM should include functionality like: integration with existing Billing and CIS information, self service portals, programme management, partner or trade ally performance management, embedded analytics and AI and more.

Utilities can integrate Energy & Utilities Cloud with all the major utility billing and customer information systems (CIS) with pre-built integration processes, MuleSoft or via APIs to extend and augment this essential customer data.