Digital Transformation in Energy Retail with Salesforce Solutions
Streamlined customer account management, automated billing, and integrated energy usage tracking to boost operational efficiency and customer satisfaction.
About the Organization
A leading energy reseller in the Philippines supplying electricity to commercial and industrial customers. The company offers both allocated kilowatt packages and prepaid options, relying on contract-based engagements, usage tracking, and third-party meter data integration.
Challenges
Current energy management faces several challenges: manual tracking and billing, no centralized customer account system, delayed alerts for payments and renewals, difficulty monitoring unbilled energy, limited integration with third-party tools, and fragmented handling of customer issues.
What We Have Done?
The solution leverages an Experience Cloud portal to share energy consumption, billing, and dashboards with partners, while providing a 360° view of customer accounts, including profiles, contracts, billing, and service history. It tracks prepaid and postpaid usage through third-party metering systems for near real-time data, manages billing and payments with alerts for due, overdue, and failed transactions, and monitors unbilled or lost energy to prevent discrepancies. Automated contract and notification management ensures timely alerts for expirations and deadlines, while Service Cloud enables efficient handling of customer support requests, including billing disputes, outages, and new connections.
Products Used
Salesforce Service Cloud
Salesforce Energy & Utility Cloud
Salesforce Experience Cloud