HCLTech played a pivotal role in supporting a prominent German energy and utility company, which operates in 30+ countries and serves over 50+ million customers, during their transformative journey to the cloud with Salesforce.
The Challenge
Navigating operational roadblocks
Our client encountered operational hurdles with manual processes in both onboarding and support.
Client onboarding
- Lack of automated system operations, real-time visibility and requisite integrations with internal systems and applications
- Lack of automated onboarding of customer and contract management
Client support
- Longer release cycle due to dependency on manual deployment
- Lack of 360-degree customer information for the customer service team and therefore a longer wait time for issues’ resolution
The Objective
Unifying operations using Salesforce CRM
In pursuit of their business objective, our client sought a transformative shift in their cloud journey, opting to leverage Salesforce as their singular CRM platform. This strategic decision reflects a commitment to unifying and optimizing customer relationship management processes. By consolidating operations onto a single, comprehensive platform, they aim to enhance efficiency, streamline workflows and ultimately achieve a more integrated and cohesive approach to managing their business relationships.
The Solution
An overview of strategic systemic enhancements
In this comprehensive overview of our client’s system enhancements, we delve into the key components that have significantly elevated the energy and utility provider’s operational efficiency and customer service capabilities.
- Implementation of a service console with a 360-degree view of customers, as well as customer-telephony integration (CTI) for the customer service center, with capability of case creation from email, chat and phone
- Salesforce case management is used for all customer interactions. Multiple case record types with optimized page layouts have been created, including next best ‘billing’ actions
- Salesforce omnichannel skill-based routing is used to assign cases to available agents
Salesforce shield
- Implementation of Salesforce shield for encryption of customer-sensitive information with GDPR compliance
Cloud marketing
- Implementation of automatically triggered emails for customer onboarding, contract creation, payment notification, adjusting time for email types and sending complete email logs to Splunk for monitoring
Salesforce Einstein Chatbot
- Configuration of Salesforce Einstein Chatbot for automated customer responses and case creation
CI/CD
- Implementation of continuous integration/continuous deployment for smooth development and deployment using Gitlab and ANT
Sales cloud
- Automated onboarding of new customers and billing information generation is now implemented via Sales Cloud. In addition, our customer’s account-related activities, such as billing and usage information, are maintained in the sales cloud, with the information readily available to their customers via the online portal. Sales cloud is also linked with payback for tracking and rewarding loyal customers
- Integration with Configure, Price, Quote (CPQ) component for loading and managing product catalog and pricing
Together, these initiatives showcase our commitment to driving innovation, data security and a superior customer experience.
The Impact
Revolutionized operations and sales performance
HCLTech's solution played a pivotal role in the successful implementation of a scalable architecture, resulting in significant benefits. This included a remarkable 70% reduction in time spent at the platform level, a substantial decrease in platform downtime, from 3 days to just 6 hours during releases, and a noteworthy reduction in time-to-market from 6 months to a mere 4 weeks. Beyond operational efficiencies, the solution demonstrated its impact on sales performance by fostering continuous monitoring and promoting enhanced collaboration among the sales team.
