Case Study
A New Customer Engagement Platform for the Free Market
We developed a Customer Engagement platform for Free Market, Microbusiness Protection and Gas Protection, also for large customers, small businesses and resellers of ACEA Energia.
Where: Italy
Where: Italy
Challenge
Engineering supported the digital transformation journey of Acea Energia, a leading electricity and gas sales company, by developing a cloud platform for digital, multichannel and omnichannel customer management at all stages of business processes (pre-sales, sales and post-sales).
Approach
The objective of the project was the development of the platform and the provision of maintenance and evolution services for the Salesforce components to ensure the future sustainability and ongoing suitability of the platform to the client's current and future needs.
We adopted an integrated approach combining Waterfall and Agile methodologies and ongoing advisory support to implement the project.
Digital Ecosystem
Solution
Digital Ecosystem
The solution enables the management of the unique peculiarities of each market segment, with more than 50 sales and after-sales processes for electricity and gas supplies.
The platform combines multiple Salesforce solutions: Sales & Service Cloud, Experience Cloud, Einstein Analytics, Marketing Cloud, Salesforce CPQ, CDP. The evolution of the Customer Data Platform to the cloud allowed the reanalysis of the customer journey data and make it available in an automated way, enabling the development of customized campaigns. The adoption of the Tableau reporting system with AI capabilities will simplify the activities of analytics teams and top management.
Integration with SAP IS-U has reduced contract activation time.
The roadmap includes the adoption of predictive and generative AI tools for process automation and more effective claims management.
Results
Reduction of Time-to-Market of new products
360° monitoring of all activities performed by operators
Impacts
Technologies
Cloud
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Intelligent Ecosystems for a Cloud Strategy.
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