The new evo customer portal: stable system integration for better service
Success Story
A portal that redefines service
evo, Energieversorgung Oberhausen AG, has taken a major step toward digital service excellence. Together with Salesfive, the company developed a new customer portal based on Salesforce Agentforce Experience (formerly Salesforce Experience Cloud), Agentforce Energy & Utilities (formerly Energy & Utilities Cloud) with industry-specific functions, and OmniStudio. The goal was to provide customers with clear self-service options and modernize internal processes.
A prerequisite for the project was the integration between Salesforce and the existing ERP system SAP for Utilities (SAP R/3 IS-U) via MuleSoft – with real-time synchronization for a consistent database.
After a short development period, the portal went live in December 2024. Case management with Salesforce Agentforce Service (formerly Salesforce Service Cloud) followed in February 2025. Since then, customers have been submitting requests digitally and the service team has been processing them efficiently in the system.
The result also impressed Salesforce: in 2025, the evo customer portal was recognized as the most innovative project in the energy sector – setting a new benchmark for digitization projects in the industry.
Overview
This was implemented
evo modernized its customer service for personalized support and faster case processing. Salesfive supported the energy provider as an implementation partner and integration expert.
Implementation of Salesforce Agentforce Experience, Agentforce Energy & Utilities and OmniStudio
Implementation with Scratch Orgs and Flxbl Framework
Integration of Salesforce and SAP via MuleSoft
Implementation of Salesforce Agentforce Service for case management
Technologies
These technologies were used
Systems are only as good as the technology behind them. That‘s why we rely on modern solutions from the Salesforce ecosystem for our customers‘ digitization projects. The following technologies, among others, were used at evo.
MuleSoft
MuleSoft connects applications, data, and systems via APIs to form a unified integration platform.
Omnistudio
Salesforce OmniStudio enables you to design cross-channel digital customer experiences and simplify business processes at all touchpoints.
“Salesforce enables us to generate incredibly detailed reports, which is a huge help in managing our service providers. With real-time reporting, we don’t miss a thing. We always know what's going on with our customers and can respond immediately.”
Challenges
How things started
A new customer portal, over ten service processes, a decentralized database, and customers and service teams who expect smooth operation: evo and Salesfive had to develop a new platform from scratch.
The existing customer portal was coming to an end. A quick replacement was needed. The project launch was under time pressure, as it was scheduled to go live in just a few months. At the same time, all relevant customer processes had to be digitally mapped.
Thanks to clear priorities, agile development, and an experienced project team, the launch went ahead as planned and without any loss of functionality for customers.
Most of the customer data was stored in SAP R/3 IS-U. To create a consistent database, MuleSoft had to connect Salesforce and SAP as middleware. Several APIs were developed based on the principle of API-driven architecture.
Despite the high level of complexity, a stable and high-performance integration was achieved.
When evo launched its customer portal, many downstream processes – such as service and data maintenance – first had to be defined. The setup took place in parallel with development. It was important that all processes be scalable and automatable in order to enable future expansions without any problems.
Salesfive developed a modular framework for this purpose.
The evo project team worked intensively to familiarize themselves with Salesforce. Targeted training and close collaboration with experienced Salesfive consultants resulted in a strong shared understanding.
This setup enabled quick decisions and smooth communication – a decisive factor in the speed of the project.
“We developed a great deal in a very short time and had to get all employees on board at the same time. We succeeded in doing so and are now at a point where colleagues who are not working with the system are saying, ‘I want to as well.’”
Solution
The project success in detail
Time-consuming customer issues and difficult-to-maintain systems have given way to an integrated platform that offers efficient self-service options. Today, more than 23,000 evo customers already use the portal.
Salesforce Agentforce Experience as a customer platform
The portal is based on Salesforce Agentforce Experience and OmniStudio. Customers can use it to independently report meter readings, view invoices, change master data, and much more. The intuitive user interface and accessible design ensure easy use on all devices.
Real-time integration with MuleSoft
MuleSoft connects Salesforce and SAP via bidirectional data flows. Changes to customer data are synchronized in real time to ensure a consistent database. Performance optimizations and robust error handling keep data exchange stable, even with large volumes.
Migration of customer data
At the start of the project, over 100,000 data records were migrated. This required data cleansing, structure harmonization, and precise alignment of business logic between Salesforce and SAP. The successful migration laid the foundation for a smooth transition to the new CRM system.
Agentforce Service for efficient processing
With Agentforce Service, evo introduced modern case management. Requests are submitted digitally and automatically forwarded to the responsible employee internally or to the evo service provider. Thanks to transparent processes and automatic status updates, customers benefit from faster response times. Templates ensure consistent service quality.
Scalability and further development
The project was deliberately designed as an MVP in order to go live quickly. Since then, the portal has been continuously expanded with new features, optimized processes, and additional self-service functions. The introduction of Agentforce Sales and Agentforce Marketing is also already planned.
High user acceptance through training
evo placed great importance on ensuring that its own team understood Salesforce and was able to develop it further. Salesfive conducted comprehensive training courses, enabling evo to make adjustments and plan new features itself today. This strengthens independence and increases acceptance.
transactions processed via Salesforce in 2025
high customer satisfaction (CSAT)
very high willingness to recommend (NPS)
“All we can say to others is: yes, it’s a huge project, but go for it. Just get started and remember that it’s better to start with an MVP than to stand still and do nothing at all.”
Company
About evo
evo – Energieversorgung Oberhausen AG has been the regional energy supplier for the city of Oberhausen for 125 years. The company supplies around 127,000 customers with electricity, natural gas, and district heating, and develops energy-related services and solutions for private and business customers.
evo generates electricity and heat in its own power plants in a resource-efficient manner and focuses on sustainable, secure, and economical supply. The company is committed to responsible energy supply and the expansion of sustainable, environmentally friendly infrastructure.
Technology
Salesforce Agentforce Energy & Utilities: the CRM for energy providers
Faster deals, scalable energy products, and long-term revenue growth: With Salesforce Agentforce Energy & Utilities, you manage leads, opportunities, and activities on an industry-specific platform.
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