Large-Scale Digital Transformation with Salesforce Energy and Utilities Cloud for Greenfield Energy Provider

Phase 1:
Our client needed to establish a customer-centric digital platform for water, energy and cooling services, supporting both B2C and B2B SME customers. Key requirements included self-service onboarding, integrated billing visibility, and scalable case management.

Phase 2:
To meet regulatory requirements and enhance the Customer 360, the client needed to expand retail capabilities, including debt and refund management, support for vulnerable customers, move-in/move-out journeys, and multi-language services.

Phase 3:
The client needed to replace legacy portal and manual (email/Excel) processes with a digital solution to manage connection requests and grid demand. This required secure, role-based access, workflow automation, SLA tracking, and improved visibility of requests, approvals and escalations.

Phase 1:
Delivered a unified B2B and B2C customer portal using Salesforce Experience Cloud and Energy and Utilities Cloud, enabling digital onboarding, integrated billing access, and end-to-end case management with automated routing and a single agent view of customer data. Customer journeys built using Omniscripts for pixel-perfect UI and re-usability across channels.

Phase 2:
Extended the platform to support retail operations, including debt management and payment plans, refunds processing, and enhanced data model for vulnerable customers. Introduced self-service move-in/move-out (change of tenancy) journeys integrated with billing.

Phase 3:
Implemented a Salesforce-based solution for connection and supply requests, enabling digital B2B journeys, internal workflow orchestration, approvals and SLA-driven task management. Provided end-to-end visibility, automation and governance for complex grid demand and connection processes. The solution used OOB Salesforce features including Action Plans.