About the Client
A multinational energy provider operating across multiple regions and energy sectors, serving a diverse customer base and employing over 600 Salesforce users.
Customer Challenge
Despite utilizing Salesforce Service Cloud, Sales Cloud, and other modules, the client faced significant challenges with customer centricity, operational efficiency, and performance. Key issues included fragmented systems, inefficient omnichannel case management, and limited process automation, which impeded their ability to deliver seamless customer experiences and optimize operations.
Solution Provided
Our team implemented a comprehensive Salesforce solution tailored to address these challenges. We developed a unified customer view to enhance personalization, improve service delivery, and boost customer satisfaction and loyalty. Operational efficiency was achieved through system integration, real-time performance dashboards, and standardized processes across regions. Additionally, the lead-to-contract process was streamlined, enabling the organization to reduce churn, increase market share, and achieve their strategic goals.
