‘We would like to extend our gratitude for the cooperative and agile collaboration. Our vision and requirements have been front and centre throughout the project. The team were committed and never failed to support us with their expertise. They played a crucial role in making the project a success. We look forward to working with adesso again.’
Lisa Schauenburg l IT Architect Digital Transformation l stadtenergie
The energy market is a volatile one and energy suppliers’ core products – electricity and gas – often have little emotional appeal. Customers regularly cite price as a key reason as to why they stick with their current supplier – or why they do not. And the large number of comparison portals out there means they are often very willing to switch. But suppliers who provide energy from sustainable sources – green gas and green electricity in other words – and who consistently provide a customer-centric service tend to avoid this fickle fate. stadtenergie relies exclusively on renewable energies in its portfolio, meaning it already has the jump on its competition when it comes to standing out. This makes it all the more important for stadtenergie to offer its customers the best service and to cultivate customer relationships more actively than its market competitors.
The highly regulated and complex market in which energy companies operate means they require a high degree of digitalisation. The increasing demand for low-cost energy and an individual customer experience also forces stadtenergie to continuously adapt and optimise its own business processes. A particular challenge in the market is customers’ increased need for transparency from energy suppliers when it comes to product and price. In order to further expand stadtenergie’s promise of ‘Our customers are more than just a meter number’, the company needed to anchor customer centricity both more deeply and systemically, thus further cultivating and strengthening the customer relationship throughout the entire product life cycle. The aim was to obtain a 360-degree view of the customer and to enable individual communication and personalised offers.
A holistic customer view is essential for a targeted and individual customer approach. stadtenergie does this by using the Salesforce Energy and Utilities Cloud. As an industry solution, the E&U Cloud offers the advantage that industry specifics can be taken into account in the data model and customer views, while at the same time customer service, energy management and supply processes can be handled efficiently. Innovative business processes tailored to stadtenergie were mapped in close collaboration with adesso. This made customer data from the backend systems available to all the company’s account managers in real time and the current customer status and associated history available at any time.
In addition to customer service, the marketing team will also be supported systemically in the future. For this purpose, stadtenergie uses the Salesforce Marketing Cloud, which was implemented together with adesso. The associated automation of individual marketing campaigns is an important lever for strong customer loyalty.
stadtenergie’s digital business model relies on platform and cloud solutions. In particular, the company was able to make its system integration an efficient process thanks to the combination of building its own platform, taking into account powercloud and an extension through Salesforce. This enabled stadtenergie to take on a pioneering role in the energy market. In particular, the company was able to make its system integration an efficient process thanks to the combination of powercloud and Salesforce, making it a pioneer on the market. This is ultimately down to the agile working culture at stadtenergie and the admirable vision of successfully contributing to the energy transition through customer centricity.
stadtenergie’s homepage already conveys a dynamic image of the energy supplier to existing and future customers. All that potential customers need to do is to click a few times and enter their address in order to find out about the different tariffs for their home.
This initial positive customer experience was extended to the entire customer journey through improved customer service following the introduction of the Energy and Utilities Cloud with its customer service console: customers benefit from an individual and well-informed customer service as well as personalised e-mails that are sent to them automatically based on their journey. For stadtenergie’s Service and Marketing departments, this means having a 360-degree customer view with a complete overview of all current contracts and service processes at all times and offering customers the best and most individual service. Coupled with intelligent business logic in the platform solution, individual customer offers can be created and advertised that are oriented to the respective needs.
The result is a targeted control of the service agents as well as raised cross- and upselling potentials. Customers are accompanied and supported throughout the entire customer lifecycle. This creates the longest possible customer relationship. This helps stadtenergie succeed in achieving greater customer loyalty beyond the renewable products of green electricity and green gas. What is more, the result is completely digital and customers are only a few clicks away from a sustainable future.
Let’s discuss how we can work together to implement your Salesforce project. I look forward to being able to meet with you.
Senior Business Developer Christoph Dohrmann +49 231 7000-7000 christoph.dohrmann@adesso.de
