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Utility Customer Experience
Put customers at the center of utility transformation. Un-silo your data and bring teams together to create seamless, personalized utility customer experiences with the world’s most trusted data, AI, and CRM platform that's built for the energy and utilities industry.
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 and Utilities is the right digital platform for evolving utilities.
Turn agents into advisors with intuitive digital tools.
Smart Utility Contact Center
- Utility 360 Console. No more swivel-chairing between applications. Agents see a 360-degree view of each customer's profile and transaction history on one intuitive, actionable console.
- Actionable Intelligence. Knowledge articles and next-best-action prompts proactively empower employees with data-driven, productivity-boosting insights at the moments that matter.
- Seamless Customer Experience. With connected workflows between self-service, chat, and field scheduling, agents can pick up and hand off customers and resolve issues without missing a beat.
Unlock holistic customer engagement.
Energy and Utilities Cloud Platform
- Personalized 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 center 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, enrollments, and program approvals.
- Engagement Across Channels. Connecting service workflows across contact center, digital channels, and field service makes it easy to give your customers a seamless experience — from beginning to end.
Make field service your utility ambassadors.
Salesforce Field Service for Energy and 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.
Complete your energy solution with these Salesforce products.
Field Service for Energy and Utilities
Streamline field operations. Train a new energy workforce to improve on-site safety and efficiency.
Experience Cloud
Manage the growing ecosystem of energy service providers and stakeholders on our community portals.
Einstein 1 and Data Cloud
Get AI insight from diverse data sources and automate workflows across your Salesforce applications.
MuleSoft
Instantly connect a growing list of energy and utility applications and data with speed and scale.
Tableau
Transform energy and customer data into actionable insights and processes.
Revenue Cloud Configure Price Quote (CPQ) and Product Catalogs
Customize catalogs of new, non-commodity products and services on the world's leading CPQ.
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 and Utilities edition.
- Add products/features needed, if not already included.
- Customize the final result with apps, services, and support.
Salesforce has become our global customer service platform. We can see everything we’re doing and everything we’ve done. It makes it easier for our people to do things in a standard way — and in a smarter way.
Terence SorrellBusiness Solutions Manager, Connected Home
Get the most out of energy and utilities solutions with industry-savvy partners and experts.
Energy and utilities trends and insights to help you thrive in the digital age.
Ready to take the next step with Energy and Utilities Cloud?
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Start building on Energy and Utilities Cloud for free with one of our trial environments, custom configured to suit your needs.
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Utility Customer Experience FAQ
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 behavior 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, digitalizing 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 get more visibility into your customers and their households, introduce new products and services, build a robust retail sales or program 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, program management, partner or trade ally performance management, embedded analytics and AI, and more.
Utilities can integrate Energy and 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.
