Energieversorgung Oberhausen and Salesfive are presenting a CRM solution specifically for the German energy industry

Munich / Oberhausen. salesfive GmbH, a leading Salesforce partner in Europe, has developed – together with Energieversorgung Oberhausen AG (evo) – a ready-to-use template for the tailored implementation of Salesforce’s customer relationship management (CRM) system. Created on the basis of real operational requirements, the solution puts municipal utilities in a strong position to relieve pressure on customer service, reduce costs, and lay the foundation for the use of artificial intelligence.

Use Salesforce in customer service quickly and securely

Many municipal utilities are under considerable pressure after years of high volatility. “The energy market is once again strongly driven by switching, with bonus-based competition, high price dynamics, and rising expectations around availability and speed,” explains Dirk Seifarth, Partner at salesfive GmbH, adding: “Against this backdrop, together with evo we have developed a template that significantly simplifies and accelerates the deployment of Salesforce Agentforce Energy & Utilities – truly from a municipal utility for municipal utilities.” Core processes and structures, as well as proven best practices, are already built in and can be precisely configured without lengthy large-scale projects. Depending on the starting point and the communication channels used, go-live takes place within just a few weeks.

Stable operations, clear control, rapid impact

With the template, energy providers consolidate all customer requests, document cases in an audit-proof manner, and establish clearly defined, end-to-end processes. This improves processing quality and relieves service teams and managers alike. At the same time, it creates a reliable data basis that enables transparent management of service performance, quality, and costs. In this way, municipal utilities achieve quickly measurable effects in day-to-day operations and sustainably optimize their customer service.

Set up customer service efficiently and manage it effectively

At the core of the solution is a customer cockpit that consolidates all relevant information from phone calls, emails, customer portals, chats, and other channels into a single interface. This enables service, sales, and specialist teams to work from a shared data foundation. This holistic view of customers, contracts, tickets, and communications ensures transparency in case handling and delivers a seamless, personalized customer experience.

Integrated case management based on the “no-loss” principle ensures that no request is lost. Instead, all cases are fully and audit-proof documented, so that every processing step remains traceable at all times. For assignment to employees, standardized input forms, mandatory fields, rules-based routing, and defined escalation paths provide support. Municipal utilities can thus increase productivity, improve closure rates, and simultaneously reduce unnecessary follow-up contacts.

In addition, the template includes meaningful reporting with real-time KPIs. Analyses of request volumes, first-contact resolution rate, escalations, and processing times provide decision-makers with a solid basis for setting priorities and managing service based on reliable KPIs. This is also confirmed by Stephanie Hellersberg, Digital Transformation Manager Customer Service at evo, whose company is already successfully using the template: “We can report incredibly well via Salesforce, which helps us a lot in managing our service providers. With the real-time reports, nothing slips through the cracks anymore. We always know what’s going on with our customers right now and can respond immediately.”

Salesfive seamlessly integrates the Energy & Utilities Template into existing IT environments. Interfaces to contract management, billing, and ERP systems as well as role-based access permissions are defined on a project-specific basis. This enables municipal utilities to establish a strategic data foundation for the use of AI and autonomous agents – for example, for predictive customer analytics or automated first-level support. Salesfive will continuously expand the functional scope of the Energy & Utilities Template. Specifically, the next step will add features that support sales and marketing at energy suppliers.

Salesfive is Europe’s leading management consultancy within the Salesforce ecosystem. With a team of more than 430 professionals, the company supports clients across all industries in developing and implementing end-to-end digital strategies and achieving sustainable business optimization through data and AI. Its portfolio spans the entire digital transformation journey – from strategy and technology consulting to implementation, process and data integration, as well as change management, training, and ongoing support. Salesfive draws on experience from over 2,800 projects for leading brands and hidden champions alike.

More information is available at www.salesfive.com.