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

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