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Energy Suppliers

Become a market leader in the competitive and multi-channel customer environment with CRM for Utility Operations

Everything revolves around your customers - position customers at the front and centr of your utility operations.

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

  • Quick & simple delivery via industry data models, a plethora of industry specific functionalities, and predefined guided processes.
  • Market-independent solution, with industry experts supporting product implementation in challenging markets.
  • Designed with a focus on re-use and adaptability, serving as a unified platform for all companies within a group, and can be used as a template.
  • Delivering a complete 360° overview of customers and business across all sectors of your business.
  • Intuitive and customisable dashboards, summarising data and giving you the freedom to explore data correlations and meaning. 

Utilities CRM Capabilities

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, parent company, and supply structures.
  • Ensure GDPR compliance via a dedicated GDPR management module.
  • Increase customer satisfaction with predefined offer and contract templates for consistent and transparent customer communication.
  • Support complex import structures through the Advanced Import Framework.

Sales Automation

Market-independent product, designed by Industry Experts

  • Intelligently manage your sales pipeline, through automated notifications, activities and cross/up-selling actions, based on historical, segmentation, or process-driven data.
  • Track sales at 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 with an extensive range of pricing strategies and approaches.
  • Manage complex pricing scenarios through pricing requests and advanced approval processes (sequential, parallel).
  • Manage your debt and cashflow with dunning and collection processes that are easily integrated within 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 (e.g. Supplier switching, Back-Office integration, Phone/Email to Case, etc…).
  • Facilitate expert 3-tier Customer Service, with 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 resolutions using different communication channels.
  • Reduce Cost to Serve and improve First Time Right scores with a fully integrated and configurable Call Centre mask by utilising the benefits of automatic customer identification, advanced search capabilities, quick entry forms, and straightforward inbound Call Centre Integration (CTI).

Marketing

Build your marketing strategy to target new customers and retain existing ones

  • Efficiently exploit and utilize different communication channels, and gain valuable information about existing and potential customers.
  • Unify customer data to gain actionable personalised 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 disjointed marketing and sales teams with the same tools and processes, bringing value to your business.
  • Make more informed decisions with AI and gain insights for each customer partner interaction.
  • Grow operations with secure, trusted, and compliant solutions.

Customer & Partner Portals

Transforming your business into a customer-centric organisation

  • Manage customer requests, enable user access management, provide customers with access to their data, and empower customers to provide accurate data (e.g. meter readings).
  • Engage partners and improve third party sales collaboration through secure and transparent solutions.
  • Empower your customers and employees with the right content at the 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 bots.
  • Provide answers to multiple customers simultaneously, by creating different topics in a simple drag & drop environment.
  • Raise the level of service provided, by automatically switching to live agents at the customer’s request, or due to the 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 in your IT system landscape.

  • Support your business as it grows with flexible licensing models.
  • Achieve higher adoption rates and reduced time to train through an intuitive user interface.
  • Flexible implementation and expansion options, allowing the product to be introduced and scaled in releases, each adapted to your needs.
  • Ensure a 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 with Process Driven integration capabilities.
  • Receive support from experts with a proven track record in integrating with ERP / billing systems, DMS, EDM and pricing / calculation systems.
  • Dynamics 365 CDS and predefined web services allow easier integration and data surfacing.
Case Study

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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