2 minute read

    The Challenge

    The client supports a large mix of commercial and residential customers, yet lacked any digital system to manage water and energy‑cooling services. They lacked self‑service onboarding, integrated billing/finance and scalable case management. Regulatory pressures required stronger retail capabilities, including debt/refund handling, vulnerable‑customer support and multi‑language documentation. They also relied on a manual, email and Excel-based demand portal that limited secure access, governance, task automation, SLA tracking and visibility of complex connection and grid-demand workflows.

    The Approach

    Phase 1

    • Delivered the Customer Utility Platform using Salesforce Experience Cloud + E&U Cloud.
    • Self-service registration and quote journeys.
    • Retail customer portal for digital access.
    • Real-time Gentrack (g2.0) billing integration.
    • Automated case management with SLAs.
    • Unified agent view across usage, billing and support.

    Phase 2

    • Added debt management and payment plans.
    • Refund processing.
    • Vulnerable-customer support.
    • Self-service change-of-tenancy.
    • Multi-language invoices (Arabic + English).

    Phase 2.1

    • B2B Salesforce implementation for connection/supply workflows.
    • Internal and external request journeys with upload and e-signatures.
    • Reporting and approvals for Grid Team.
    • Task automation with SLA tracking.
    • Full issue and case lifecycle management.

    The Results

    Faster customer onboarding through automated registration and quote journeys.

    80% reduction in contact center load via self-service capabilities.

    Compliance with regulatory bodies across debt, refunds and vulnerable customer support.

    Customer trust improved through transparent financial processes.

    Accelerated B2B onboarding with digital request and approval workflows.

    Real-time demand reports to manage viability of new connection requests.

    Secure with role-based permissions.

    Salesforce clouds implemented.

    Unified Salesforce E&U Cloud for sales, service and experience.

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