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CRM for Energy Suppliers

Become Market Leader in Competitive and multi-channel customer environment with CRM for Utility operations

Everything revolves around your customers - position customers front and center of your utility operations.

All customer data in one place, accessible by all departments.

  • Quicker & simpler delivery through industry data model, plethora of industry specific functionalities, and predefined guided processes
  • Market-independent solution, with industry experts supporting product implementation in challenging markets
  • Designed with focus on re-use and adoption, serving as a unified platform for all companies within a group, can be used as a template
  • Delivering complete 360° overview of customers and business across all sectors of your business
  • Intuitive and customisable dashboards summarising data and giving you freedom while exploring data correlations and meaning. 
  • Design Customer 360° view, containing all relevant information in one place, split into sections for easier navigation
  • Visualise and map complex corporate, parental, and supply structures
  • Ensure GDPR compliance through a dedicated GDPR management module
  • Increase customer satisfaction through predefined offer and contract templates for consistent and transparent customer communication
  • Support complex import structures through Advanced Import Framework
  • Intelligently manage your sales pipeline, through automated notifications, activities and cross/up sell actions, based on historical, segmentation or process-driven data.
  • Track sales on an individual customer or competitor level, through visual representation of won, lost and potential deals in your pipeline
  • Streamline your sales process, through preconfigured guided processes from lead identification to contract confirmation (B2B, B2C, non-commodity)
  • Support any sales or pricing scenario, though the extensive range of pricing strategies and approaches available
  • Manage complex pricing scenarios through pricing requests and advanced approval processes (sequential, parallel) 
  • Manage your debt and cashflow through dunning and collections processes that are easily integrated within the existing financial systems
  • Adopt preconfigured guided customer care and service processes for different types of customer queries and (supplier switching, BackOffice integration, Phone/Email to Case, …)
  • Facilitate expert 3-tier Customer Service, through highly customisable case classification and routing rules 
  • Meet customer and regulatory agreements, with configurable SLA definitions and status reports
  • Raise the level of service offered to your customers and partners, through multilevel case resolution over different communication channels
  • Reduce Cost to Serve and First Time Right with a fully integrated and configurable Call Center mask, by utilising the benefits of automatic customer identification, advanced search capabilities, quick entry forms, and straightforward inbound Call Center integration (CTI)
  • Efficiently exploit and utilise different communication channels, and gain valuable information about existing and potential customers
  • Unify customer data to gain actionable personalized insights and increase demand
  • Proactively define targeted campaigns based on detailed segmentation rules
  • Automate nurturing programs & orchestrate customer journeys across multiple channels
  • Increase sales and decrease marketing costs, by tracking progress, expenses, and impact
  • Smartly allocate your marketing budget and invest in the most profitable customers
  • Streamline disjoint marketing and sales with same tools and process, bringing value to your business
  • Make more informed decisions with AI and insights for each customer partner interaction
  • Grow operations with secure, trusted, and compliant solution
  • Manage customer requests, enable user access management, provide customers with access to their data, and empower customers to provide accurate data (e.g. meter reads)
  • Engage partners and improve third party sales collaboration through secure and transparent solution
  • Enable your customers and employees with the right content at right time, by utilising advanced Knowledge Base capabilities
  • Provide real-time 24/7 customer support, by leveraging the power of AI to gain efficiency through intelligent chat bot
  • Providing answers to multiple customers simultaneously, by creating different topics in simple drag & drop environment
  • Raise the level of service provided, by automatic switching to live agents on customer request, or complexity of customer queries
  • Measure bot performance, to assess and improve the interaction and quality of service delivered to your customers
  • Support your business as it grows with flexible licensing models available
  • Achieve higher adoption rates and reduced time to train through intuitive user interface
  • Flexible implementation and expansion options, allowing the product to be introduced and scaled in releases, each adapted to your needs.
  • Ensure single source of truth within the 360° view with Data Driven integration capabilities for Master & Transactional Data (Event or Data Based) 
  • Enable streamlined processes throughout the user journey Process Driven integration capabilities 
  • Receive support from experts with proven track record in integrating with ERP / billing systems, DMS, EDM and pricing / calculation systems
  • Dynamics 365 CDS and predefined web services allowing easier integration and data surfacing

GEN-i improves user experience and supports new processes

GEN-I Group’s core activity is international trading in electricity and natural gas and supplying end users, which includes corporate customers as well as household consumers
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