Energy and Utilities
Offer your customers the digital service they expect – with CRM, service, and AI solutions from the Salesforce ecosystem for network operators and municipal utilities. We provide comprehensive support, from digital strategy to go-live.
CRM for energy suppliers
Energy suppliers face considerable challenges: volatile procurement prices, ongoing market changes, regulatory requirements, fragmented IT systems, rising customer expectations, and employee recruitment are just a few of them.
Powerful customer relationship management (CRM) is therefore becoming a key lever. It helps utility companies implement new products, business models, and customer processes efficiently, in a customer-oriented manner, and more quickly.
With in-depth industry expertise, we support companies in creating a technological foundation that meets current and future market requirements – from traditional commodity business to dynamic products, photovoltaics, and heat pumps to e-mobility, fiber optics, energy management and services, and smart meter rollout.
CRM systems are measurably changing the utility industry:
Dirk Seifarth
Dirk Seifarth is your expert for the strategic introduction of CRM solutions in the energy industry.
reduction in cost to serve per end customer
more accurate load forecasts thanks to AI
faster implementation of redispatch measures
Use Cases
Achieve more with digital solutions
Digitalization is multifaceted. So are our customers’ use cases. The following use cases are based on real projects we have already implemented with utilities, municipal utilities, and network operators, including accelerated network connections, automated rollouts, proactive customer service, and lower cost-to-service.
360-degree customer view
360-degree customer view
Is your customer data spread across multiple systems and difficult to access? With a central service console, you can create a 360-degree view of your customers – for faster decisions, personalized services, and stronger customer loyalty.
Customer service request management
Customer service request management
Are your service requests coming in through multiple channels and proving difficult to manage? With Salesforce Agentforce Service, you can centralize all requests, automate processes, and resolve customer issues faster.
Energy consumption patterns and demand forecasts
Energy consumption patterns and demand forecasts
With CRM Analytics and Power BI, you can identify patterns in energy consumption, forecast demand, and gain cross-departmental insights – for targeted resource allocation and efficiency.
B2B sales automation
B2B sales automation
Automated B2B workflows accelerate the quoting process, increase accuracy, and create scalable price management – for faster deals and happier customers.
Real-time quotation generation
Real-time quotation generation
Electricity prices fluctuate and preparing quotes takes time? With automated quoting logic, you can create suitable quotes in real time – based on current prices and consumption profiles, without any manual effort.
Migration and reporting of sales data
Migration and reporting of sales data
By migrating from SAP to Salesforce, you can create a central database, automate reports, and gain clear insights for better decision-making across the entire team.
Expansion of the system architecture
Expansion of the system architecture
Is sharing data with partners often cumbersome and non-transparent? Custom dashboards enable smooth data collection and transfer – for greater transparency and better collaboration with all partners.
The new evo customer portal: stable system integration for better service
A modern portal, integrated processes, and real-time data: With the new Salesforce solution, evo offers its customers easy access to all services, from contract conclusion to meter reading entry.
Services
This is how we support you
We want to shape the future of the utilities industry with you – efficient, fast-growing, and data-driven. To this end, we will work with you to further develop your business models, make targeted use of modern technologies, and create strategies that will stand the test of time.
Complex supply chains, strict regulations, and critical infrastructures demand more than just powerful technologies from the utilities industry. They require future-proof strategies. As an experienced Salesforce partner, we work with you to answer structural and strategic questions and bring innovative ideas to your project.
Every energy supplier has its own technical and technological requirements – we deliver the right solution to support your individual transformation goals. Whether you need standard solutions, customized extensions, or the integration of third-party tools, we advise you on what suits your requirements and your system landscape and accompany you from conception to successful implementation.
The market for AI solutions is growing and opening up new opportunities for energy suppliers to make optimal use of their data. We analyze which of these will help your company move forward – through lean processes, smart automation, and a personalized customer experience. Especially in dynamic, data-driven industries such as the energy sector, these solutions provide a clear competitive advantage.
Your success begins with a strong team and a stable IT landscape. That's why we provide technical and operational support for your systems, accompany your change process, and empower your employees with targeted training and personal support – during implementation, rollout, and ongoing operation.
Services
This is how we support you
We want to shape the future of the utilities industry with you – efficient, fast-growing, and data-driven. To this end, we will work with you to further develop your business models, make targeted use of modern technologies, and create strategies that will stand the test of time.
Complex supply chains, strict regulations, and critical infrastructures demand more than just powerful technologies from the utilities industry. They require future-proof strategies. As an experienced Salesforce partner, we work with you to answer structural and strategic questions and bring innovative ideas to your project.
Every energy supplier has its own technical and technological requirements – we deliver the right solution to support your individual transformation goals. Whether you need standard solutions, customized extensions, or the integration of third-party tools, we advise you on what suits your requirements and your system landscape and accompany you from conception to successful implementation.
The market for AI solutions is growing and opening up new opportunities for energy suppliers to make optimal use of their data. We analyze which of these will help your company move forward – through lean processes, smart automation, and a personalized customer experience. Especially in dynamic, data-driven industries such as the energy sector, these solutions provide a clear competitive advantage.
Your success begins with a strong team and a stable IT landscape. That's why we provide technical and operational support for your systems, accompany your change process, and empower your employees with targeted training and personal support – during implementation, rollout, and ongoing operation.
“Those who digitize processes gain speed, customer proximity, and sales potential.”
— Dirk Seifarth, Partner and expert in the energy industry
FAQ
You have the questions – we have the answers
We know that digitization projects are complex. That’s why we’ve compiled and answered the most frequently asked questions for you.
CRM systems such as Salesforce offer scalable and expandable functions for utility companies of all sizes. The platform provides the necessary process basis and role-optimized interfaces for sales and customer service, and can be flexibly adapted to individual requirements.
Small and medium-sized energy suppliers benefit from industry-specific solutions such as Salesforce Agentforce Energy & Utilities just as much as large corporations.
The cloud offers numerous interfaces for integrating third-party tools. This creates a central database for all departments, transparent processes, and powerful automation with room for growth.
The Salesforce platform is ideally suited to the requirements of the energy industry. Thanks to open APIs and standardized connectors, Salesforce can be seamlessly integrated into existing IT landscapes – including billing systems such as SAP IS-U, SAP S/4HANA Utilities, and other billing and backend systems.
With MuleSoft as your integration platform and low-code/no-code tools such as Salesforce Flow or MuleSoft Composer, you can quickly automate processes without extensive programming and build new interfaces in an agile manner. This enables you to digitally map processes from customer inquiries to quote management and billing, while responding flexibly to regulatory or market changes.
As a cloud-based CRM platform, Salesforce meets the highest standards for data protection and IT security. This includes data-centric encryption, data storage in certified data centers within the EU or Germany, and automated backup and recovery procedures.
Access to your data is strictly regulated by detailed role and rights concepts. Unauthorized third parties have no access.
For additional security and industry-specific compliance requirements, such as those specified in the IT Security Act 2.0, BSI guidelines, or ISO/EC 27001, the Salesforce Shield Suite is available as an option.
Artificial intelligence automates routine tasks, delivers accurate forecasts, and improves decision-making. It can automatically classify customer inquiries, predict churn risks, and recommend personalized rates or energy-saving offers. It also intelligently controls internal processes, such as case distribution in customer service or IT ticketing.
Autonomous AI agents such as Salesforce’s Agentforce also recognize tasks, prioritize them independently, make decisions, and act proactively – for example, when processing standardized customer requests or escalating technical issues.
The result: noticeable relief for your employees, higher productivity, and consistent data-based customer management.
