Salesforce Energy & Utilities Template
Developed together with Energieversorgung Oberhausen AG, preconfigured for German energy and utilities providers, and built on Salesforce Agentforce Energy & Utilities: this industry solution digitalises typical service processes faster, in a more structured way, and with a clear focus on real-world practice.
From Energy and Utilities Provider, for Energy and Utilities Providers: CRM Implementation Without the Detour
Many energy and utilities providers face the same requirements – and we have already implemented exactly these. Together with Energieversorgung Oberhausen AG (evo), we have developed a Salesforce template based on real operational requirements and proven in day-to-day use.
Instead of designing processes from scratch, you build on fully implemented core processes in customer service – including a central customer cockpit, end-to-end case management and audit-proof process documentation. This reduces project effort and operating costs, accelerates time to value and significantly lowers implementation risks.
The Energy & Utilities Template at a Glance:
- Developed together with an energy and utilities provider and already in productive use at evo
- Typical service processes and customer requests already implemented, such as enquiries, contract changes and master data updates
- Central customer cockpit providing a consistent view of customers, contracts, tickets and communication
- End-to-end case management with clear responsibilities, statuses and a complete history
- Seamless integration with contract, billing and ERP systems as the foundation for reporting, management and future AI applications
- Preconfigured, yet flexible to adapt
Christof Rosenbaum
Christof Rosenbaum is your expert for any questions about the Salesforce Energy & Utilities Template.
Scope
Four Preconfigured Areas for Energy and Utilities Providers
The industry solution comes with key CRM processes and functions for energy and utilities providers already preconfigured. Its components are structured across four functional areas, creating an optimal foundation for a faster start with Salesforce CRM.
Bring relevant customer information, contact history and cases together in one place. This creates a reliable data foundation for service, sales and downstream processes.
Capture, prioritise and process service requests in a structured way through central processes, such as master data changes, meter reading capture or order confirmations. This creates greater transparency, improves handovers and increases processing quality.
Manage service cases transparently from initial request through to resolution. Clear statuses, defined responsibilities and complete histories support your teams in their day-to-day work and make collaboration easier.
Integrate the template into your existing system landscape so that data and processes do not remain in silos. This makes Salesforce an effective part of your overall architecture.
Scope
Four Preconfigured Areas for Energy and Utilities Providers
The industry solution comes with key CRM processes and functions for energy and utilities providers already preconfigured. Its components are structured across four functional areas, creating an optimal foundation for a faster start with Salesforce CRM.
Bring relevant customer information, contact history and cases together in one place. This creates a reliable data foundation for service, sales and downstream processes.
Capture, prioritise and process service requests in a structured way through central processes, such as master data changes, meter reading capture or order confirmations. This creates greater transparency, improves handovers and increases processing quality.
Manage service cases transparently from initial request through to resolution. Clear statuses, defined responsibilities and complete histories support your teams in their day-to-day work and make collaboration easier.
Integrate the template into your existing system landscape so that data and processes do not remain in silos. This makes Salesforce an effective part of your overall architecture.
Your Benefit
All Information and Cases in One Place
Energy and utilities providers often work with legacy system landscapes, distributed data sets and multiple handovers between teams. This makes consistent customer support more difficult and slows down processes.
With the Salesforce Energy & Utilities Template, you bring information, interactions and cases together in one central working environment. This reduces system breaks, improves transparency in day-to-day operations and creates the foundation for faster responses in customer service.
Start with Standardisation. Extend with Flexibility.
Would you like to find out whether the template is the right fit for your use cases?
Let’s have a no-obligation conversation.
Your Benefits
What Energy and Utilities Providers Gain from the Solution
The template translates typical requirements from the energy and utilities environment into a preconfigured Salesforce foundation – with a clear focus on faster implementation, better processes and greater transparency.
Faster Start with CRM
Get started with a preconfigured foundation in just a few weeks instead of a completely custom rebuild. This enables you to establish a robust foundation for service and sales faster—resource-efficient and cost-effective.
More transparency and better decisions
Processing statuses, responsibilities and KPIs can be tracked in real time. This makes day-to-day operations easier to manage and improves service quality, as anomalies can be addressed immediately.
Higher productivity in day-to-day operations
Clear processes, structured case handling, and a shared data foundation without media discontinuities relieve employees and reduce manual coordination.
Better Customer Experience
Customer inquiries can be handled more consistently, faster, and across all channels. Or enable your customers to resolve their issues independently via self-service. For a more efficient service team and an optimal customer experience.
“We can produce exceptionally good reports with Salesforce, which really helps us manage our service providers. With real-time reporting, nothing slips through the cracks anymore. We always know what’s going on with our customers and can respond immediately.”
Integration
Integrates into your existing system landscape
A CRM only delivers its full value when it integrates seamlessly with existing systems. That’s why our Salesforce municipal utilities template is designed to be easily integrated into established IT landscapes—rather than creating another standalone solution. Of course, we will also be happy to take care of the integration for you.
Whether ERP, billing, portals, or other specialist applications: the template provides the foundation for meaningfully connecting data flows, processes, and the customer view across system boundaries.
Learn more about our integration services →
Project Timeline
In just 4 steps to your solution
From the initial assessment through to productive deployment, we take a structured approach—pragmatic, predictable, and tailored to the specific requirements of your municipal utility.
Understand requirements
Understand requirements
We assess the current situation, develop a target vision, and gather relevant requirements for service, sales, and system integration.
Customize template
Customize template
We will assess how the template aligns with your processes and where targeted adjustments make sense.
Integrate systems
Integrate systems
We are planning the integration into your existing system landscape and laying the foundation for end-to-end processes.
Start productively
Start productively
We transition the solution into operational use and establish a stable foundation for further development.
evo: New customer portal with stable system integration for improved service
Developed together with Energieversorgung Oberhausen and made available for use by other municipal utilities: our solution demonstrates how customer-centric processes, service requirements, and system integrations can be designed holistically. The result is a robust foundation for improved workflows and a more consistent customer experience.
Learn more about our joint project in evo’s success story.
FAQ
Frequently Asked Questions from Other Energy Suppliers
We know that digitalisation projects raise many questions. That’s why we have compiled and answered the most frequently asked questions from other municipal utilities and energy suppliers here for you.
A Salesforce standard template for municipal utilities is a preconfigured foundation for CRM, service, and sales processes. It covers typical requirements out of the box and can be tailored to specific individual needs.
The template is particularly suited for Service. It helps centrally manage information, processes, and interactions and handle them more transparently. Marketing and Sales processes will be added in the future.
The solution is designed so that municipal utilities don’t have to start from scratch, while still remaining flexible. Existing processes, roles, data structures, and integrations can be selectively expanded and adapted.
Yes. The template is designed to be integrated into existing architectures and to effectively support data flows with adjacent systems.
A preconfigured approach reduces project effort, accelerates implementation to just a few weeks, and delivers a robust foundation more quickly. At the same time, municipal utilities benefit from experience gained in comparable projects.
You start from a proven, practice-tested foundation with already defined processes, data structures, and established best practices. This reduces design effort and significantly accelerates implementation.
In a demo, we will show you the template’s functional areas with no obligation, discuss typical requirements from your environment, and provide an initial assessment of how the template could fit your municipal utility and your processes.
Contact
Would you like to check whether the template is a good fit for your municipal utility? Contact us!
Schedule a demo now and see the preconfigured processes live in a no-obligation meeting.