Tackle Industry Challenges with Salesforce
Learning Objectives
After completing this unit, you’ll be able to:
- List four key challenges in the energy and utilities industry today.
- Describe how Energy & Utilities Cloud addresses these challenges and supports your digital transformation.
Explore the Salesforce CRM Solution
Utilities and energy companies today face an array of challenges. These range from operational inefficiencies and customer service gaps, to regulatory compliance requirements and the need for digital transformation. In this module, you learn how Salesforce Energy & Utilities Cloud helps you address these challenges and transform your business for the future of energy.
Let’s start with an overview of how our purpose-built solution addresses the opportunities and increases digital innovation in your industry.
Challenge 1: Make Your Operations Lean and Productive
Operational inefficiencies affect both your profitability and customer satisfaction. Like many businesses who have patched together legacy software systems over time, you might face manual processes, siloed data that can’t interoperate, and a lack of real-time visibility–or all three.
Salesforce Energy & Utilities Cloud helps you streamline operations through the platform’s comprehensive data model, integrated tools, and the latest AI innovations with Agentforce. By automating routine tasks and providing a unified view of operations and customers, Salesforce Energy & Utilities Cloud helps you reduce costs, improve service reliability, and enhance overall efficiency.
Challenge 2: Modernize Customer Service with Digital Tools
Poor customer service can lead to dissatisfaction, increased churn, and damage to your brand’s reputation. Challenges include long wait times, inconsistent service, and a lack of personalized interactions.
Salesforce Energy & Utilities Cloud enables you to address these issues with its Smart Contact Center Console and Self-Service Portal. The Smart Contact Center Console provides service agents with a comprehensive view of customer interactions, so they can resolve issues more quickly and efficiently. The Self-Service Portal empowers customers to manage their accounts, view bills, and resolve disputes on their own, reducing the burden on your service team and improving customer satisfaction. Additionally, features like the Action Launcher and Interest Tags enhance the customer experience by providing personalized and relevant information.
Challenge 3: Track and Meet Compliance Requirements
Regulatory compliance is non-negotiable for energy and utilities providers, with stringent requirements for data privacy, safety, and environmental standards. Non-compliance can result in significant fines and legal issues.
Salesforce Energy & Utilities Cloud helps your organization meet these requirements through data management and compliance tools. The platform’s Energy & Utilities Cloud Intelligence and Audit Trails provide real-time monitoring and reporting capabilities, ensuring that all data is accurately tracked and compliant with regulations. Identity Verification in Salesforce helps you prevent fraud and ensures that only authorized individuals have access to sensitive account information. By using these tools, you can maintain compliance and protect your organization from potential risks.
Challenge 4: Transform Your Business with Comprehensive Tools
Salesforce Energy & Utilities Cloud supports your digital transformation, so you can deliver the fluid, personalized digital experiences that customers expect and achieve greater sustainability and efficiency for your business.
With Salesforce, you can overcome common challenges in this evolution, such as integrating legacy systems, adopting new digital tools, and transitioning to renewable energy sources. The flexible and scalable Salesforce Energy & Utilities Cloud platform integrates seamlessly with existing systems. The platform’s low-code tools, such as Omnistudio, help you to create custom solutions and guided interactions without extensive coding. Meanwhile, MuleSoft Direct and the API Suite facilitate integration with external systems, ensuring a smooth transition to a digital-first approach. By embracing these tools, you can increase innovation, improve operational agility, and stay ahead in a rapidly evolving industry.
Let’s Recap
In this unit, you reviewed some of the common challenges in the energy and utilities industries. Next, take a closer look at the Salesforce capabilities that help you address them, starting with tools for customer engagement.