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    Salesforce Art of Possible E&U Domain

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    goel.shobit
    This document discusses how Salesforce can help utilities deliver a unified customer experience through customer centricity, 360 degree customer views, and seamless automation and integrations. It outlines how Salesforce can provide personalized 24/7 service through omni-channel capabilities and AI, transform customer engagement through portals and knowledge bases, and unite stakeholders through partner portals. The document also notes that complexity from issues like data silos, legacy infrastructure, and fragmented customer data can get in the way. It proposes integrating back-office systems with front office systems for a centralized view, and adding automation, AI and machine learning for better understanding customers and proactively providing service. Finally, it provides examples of typical integrations and use cases around outage

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    Download as PPTX, PDF, TXT or read online from Scribd

    Salesforce Art of Possible E&U Domain

    Uploaded by

    goel.shobit
    46 views10 pages
    This document discusses how Salesforce can help utilities deliver a unified customer experience through customer centricity, 360 degree customer views, and seamless automation and integrations. It outlines how Salesforce can provide personalized 24/7 service through omni-channel capabilities and AI, transform customer engagement through portals and knowledge bases, and unite stakeholders through partner portals. The document also notes that complexity from issues like data silos, legacy infrastructure, and fragmented customer data can get in the way. It proposes integrating back-office systems with front office systems for a centralized view, and adding automation, AI and machine learning for better understanding customers and proactively providing service. Finally, it provides examples of typical integrations and use cases around outage

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    This document discusses how Salesforce can help utilities deliver a unified customer experience through customer centricity, 360 degree customer views, and seamless automation and integrations. It outlines how Salesforce can provide personalized 24/7 service through omni-channel capabilities and AI, transform customer engagement through portals and knowledge bases, and unite stakeholders through partner portals. The document also notes that complexity from issues like data silos, legacy infrastructure, and fragmented customer data can get in the way. It proposes integrating back-office systems with front office systems for a centralized view, and adding automation, AI and machine learning for better understanding customers and proactively providing service. Finally, it provides examples of typical integrations and use cases around outage

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    46 views10 pages

    Salesforce Art of Possible E&U Domain

    Uploaded by

    goel.shobit
    This document discusses how Salesforce can help utilities deliver a unified customer experience through customer centricity, 360 degree customer views, and seamless automation and integrations. It outlines how Salesforce can provide personalized 24/7 service through omni-channel capabilities and AI, transform customer engagement through portals and knowledge bases, and unite stakeholders through partner portals. The document also notes that complexity from issues like data silos, legacy infrastructure, and fragmented customer data can get in the way. It proposes integrating back-office systems with front office systems for a centralized view, and adding automation, AI and machine learning for better understanding customers and proactively providing service. Finally, it provides examples of typical integrations and use cases around outage

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 10

    Salesforce Art of Possible – Energy & Utility Domain

    Deliver a Unified Customer Experience


    January 09, 2024
    NOTUS
    Creating the Connected Utility
    powered by Sales | Service | Experience | System Integration

    Three characteristics that contribute to the success of a connected utility


    Customer Centricity
    Omni-channel, Einstein Bot, Insights, Einstein Recommendations, KM, Experience Portal

    1. Personalized service
    o 24/7 service – powered by Omni Channel Servicing, BOT’s
    o ‘Einstein Insight’ for both service agents and bots that create a personal connection with each customer.
    o Tailored customer journeys and communications.
    o Proactive offers of relevant products and services – integrating it with CPQ, Einstein

    2. Transformed engagement
    o Customer portal – Self-servicing, centralized personal information.
    o Knowledge Articles | Service Cases
    o Billing, Invoice, Payment Information – CIS, Billing Integrations

    3. Partner Portals to unite diverse new stakeholders


    o One stop market-place for technical advisors, coordinate with
    external allies, suppliers
    360 Degree Customer View
    Lightning Sales Console | Sales Process | Data Integration

    1. Lightning Sales Console


    o A standard Salesforce Lightning app that gives you all your sales tools at your fingertips to prospect leads, close
    deals, and manage relationships.
    o Cross/Up Sell - Turn agents into advisors with digital tools that offer a 360-degree view of the customer

    2. Completely connected and


    seamless experience
    o Sales, Service, combination of
    Data, Analytics and AI
    But Complexity is Getting in the Way

    Privacy
    Laws

    Data
    accuracy Fragile
    Integrations

    Multi-org Fragmented
    Implementations Multiple
    Logins customer data

    Data silos
    Legacy
    infrastructure
    Seamless Automation & Integrations
    Einstein Recommendation, Insights, Renew Integration

    1. Renewing, Not Replacing Old Systems


    o Integrate back-office systems (like billing and CIS systems) with the front office (both Sales & Service)
    o Flexibility and intelligence they need to deliver personalized and relevant customer experiences.
    o Centralized view for Customers – Service Cases, Billing, Information on Outages, Move In/Out

    2. Adding Automation, AI, and Machine Learning


    o Better understanding of customer needs and interests
    o Proactively provide the best service possible and/or target specific
    customer segments with energy incentives that might appeal to them.
    o Cross/Up sell
    • ‘Insights’ into customer usage
    • ‘Recommendations’ on offerings, new products
    Energy & Utilities Cloud Typical Integrations
    Define a timeline & phased wise approach – Crawl > Walk > Run
    Wholly or Partially

    System Integrations
    Sales or Service Cloud (with Vlocity if available)
    within Salesforce

    CIS and Billing


    • Communities (with Vlocity if Available) • Customer | Account
    • Field Service Cloud with Vlocity (or integrated to • Premise |SDP / Meter ?
    other Field Service system) ? • Balances C
    • Marketing Cloud C • Billed Usage (View) | Interval Usage (View) C
    • Employee Mobile C • Service Orders | Other system-generated cases W
    • Chat and Social (or integration if not Salesforce) ? • Bill image links C
    Systems Integrations

    Additional Integrations
    • IVR/CTI/SMS C
    Energy Efficiency,
    DSM Programs &

    • Data-driven Personalized C • Outage System C


    • EE analysis insights (AI)R • Payment Systems/ Providers C
    • EE recommendations (AI) R • Market Interaction System (for enrolments/switching) W
    • Program and product recommendations (AI) • Forecasting, pricing and 3rd party catalogues - for quoting
    • Available rebates (AI) R and real-time price and quote ?
    • Bi-Directional program enrolment and purchase • IoT - Meter pings, and other cases W
    information R • eSignature – DocuSign ?
    Use Case 1
    Outage Management > Customer communication
    Use Case 2
    Customer self-servicing

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