Markets
Engineering offers a wide range of products, services and projects, organised in 11 portfolio areas.
Discover more
Technologies
Engineering complements its offerings by grounding the value of technologies that enable Clients in Digital Transformation.
Discover more
Platforms
With 40 years of experience, we have developed a portfolio of proprietary platforms, frameworks and tools for the digital transformation of our Clients' business processes.
Discover more
Papers
Discover more
Stories
Discover more
Podcasts
Listen to Engineering podcasts on computing and technology: AI, Big Data, Blockchain, Cloud, Cybersecurity, IoT and more...
Discover more
Events
Discover more
Solutions
Case Study
A new, digital and omnichannel CRM
×
We created a CRM on Salesforce technology to redefine and optimize the sale and after-sale processes.
Where: international
Where: international
Challenge
Our partner, Italian leader in the Utilities sector, needed to start a digital transformation journey on their CRM, due to the fact that it had functional and technical limitations concerning data visibility and the operational structure.
Moreover, an omnichannel vision of the customer was lacking, and this further expanded the weaknesses in data management.
Approach
The goal was to update the sale and after-sale processes, redesigning them from a digital and omni-channel perspective, migrating the old CRM solutions to the new Salesforce Cloud platform.
Digital Ecosystem
Solution
Digital Ecosystem
In detail, with the Service Cloud solution we managed to centralize customers’ data and information in one system, making them immediately available in a omni-channel scenario.
The complex management of more than 100 processes is supported by ProcessClick, our proprietary framework developed on Salesforce technology, which, in point & click mode, allows to configure and guide the entire life cycle of every business process.
Results
Digital and omnichannel Consumer Experience
Cost-to-serve and cost-to-acquire reduction
Improved Time-to-market
Anti-abandonment analysis and forecast
Impacts
Project Teams
-
Enterprise Integration eXcellence Center Ensuring the value and centrality of organizations’ data integration, deploying projects by adopting the most important integration technologies (e.g. TIBCO, Dell Boomi, MuleSoft, and management methodologies (e.g. PMI, Agile Scrum, ITIL).
-
Augmented Enterprise Platforms AEP is a Competence Center that focuses on solutions managing business processes related to the main Software Vendors, such as SAP, Microsoft, Oracle and Salesforce.
Technologies
Cloud
![]()
Intelligent Ecosystems for a Cloud Strategy.
To know more
Use Case
Enable Traceability for AgriFood
How to use digital technologies to improve food chain traceability
Client Story
ENGIE: a customer service always connected
To develop customer-centric solutions spanning renewable energy services and personalized technical support, adopting suitable intelligent technology is crucial.
Research Project
TwinEU: Digital Twins for European Elecricity Systems
Artificial Intelligence and eXtended Reality for a cutting-edge European Digital Twin, focused on interoperability and data exchange through the integration of the Energy Data Space.
-
Use Case
Enable Traceability for AgriFood
How to use digital technologies to improve food chain traceability
-
Client Story
ENGIE: a customer service always connected
To develop customer-centric solutions spanning renewable energy services and personalized technical support, adopting suitable intelligent technology is crucial.
-
TwinEU: Digital Twins for European Elecricity Systems
Artificial Intelligence and eXtended Reality for a cutting-edge European Digital Twin, focused on interoperability and data exchange through the integration of the Energy Data Space.
Recommended for you
Explore additional content associated with the topic
© 2024 Engineering | VAT: IT 05724831002