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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. 
Customer 360 ° view

Sales Automation

Customer service

Marketing

Customer & Partner Portals

Integrate and Scale

Customer 360 ° view

  • 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

Sales Automation

Market-independent product, designed by Industry Experts

  • 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

Customer service

True Omni-channel customer service enablement, through a single point of entry for all customer requests across any communication channel

  • 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)

Marketing

Build your marketing strategy to target new and retain existing customers

  • 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

Customer & Partner Portals

Transforming your business into customer centric organization

  • 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

Integrate and Scale

Integrate, Adopt, and Scale seamlessly into your IT system landscape.

  • 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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