ENGIE lights the way in energy service with Agentforce’s instant answers.

Growing complexity in energy choices demanded more than basic customer answers.

ENGIE knows that energy is about more than just keeping the lights on — it's about driving progress. For decades, they’ve been at the heart of Europe’s infrastructure, powering homes and businesses with renewable and low-carbon electricity, natural gas, and district systems. ENGIE covers the entire energy value chain, from production to infrastructure and sales. Through smarter consumption and cleaner solutions, they’re helping the world accelerate a shift to carbon-neutral energy.

As ENGIE leads the transition to a greener future, the broader industry is undergoing rapid changes driven by technological advancements, evolving global priorities, and shifting market dynamics. Energy choices have gotten more complex, and customers aren't just asking about basic supply anymore. They want to understand flexible contracts, changing rates, electric vehicle (EV) charging, solar panels, and government subsidies. They also require assistance with billing and advance payments. “A customer’s needs today are far more advanced than they were just 10 years ago,” said Robbie Dugardijn, Chapter Lead Salesforce at ENGIE Belgium.

ENGIE reps spent too much time on a disproportionate volume of routine customer requests, making it harder to focus on higher-value, more complex issues. Adding to that, a shift in customer expectations for 24/7 availability and answers across email, apps, and websites puts even more pressure on ENGIE’s support team. Their digital channels are seeing rapid growth, and customers increasingly want answers tailored to their specific household, habits, and sustainability goals. “When autonomous AI exploded, our customers started to expect the same level of capability in the solutions we provide. We had to accelerate our AI journey to make it truly conversational,” said Dugardijn.

That acceleration opened the door to something bigger — a customer experience built for the future. By rethinking how they engage and personalize interactions, ENGIE saw a chance to advance their zero-carbon ambition while redefining what great service means in the energy industry.

Agentforce powers effortless onboarding for new ENGIE Italy customers with instant, personalized answers.

With Agentforce, ENGIE’s new customers in Italy get instant, personalized answers to onboarding questions — from contract start dates to activation and plan details — the moment they sign up.

When a new customer signs a contract, they receive a welcome email with FAQs and essential information, including a link with a unique token in the URL for each customer. With a single click, they’re directed to an ENGIE self-serve help portal with an embedded Agentforce chat. Customers can ask questions such as, “When does my contract start?”, “What’s my price type?”, or “When will activation happen?” They can also inquire about energy meters, contract renewals, and the exact name and characteristics of their plan. Agentforce provides personalized answers by combining Salesforce customer relationship management (CRM) data harmonized in Data Cloud — including customer details like contract information — with ENGIE’s knowledge base, which stores price types and plan specifics. 

This highly-personalized, conversational approach works: Welcome emails that include the Agentforce link achieve three times higher click-through rates, rising to 4.5%. Customers get the information they need immediately, and the percentage of failed onboardings has dropped significantly. In an industry where contracts can be complex, this reliability ensures a smoother, more confident start for every customer. 

“Agentforce lets us deliver a better customer experience by giving more personalized answers than we ever could before,” said Dugardijn. “We can now answer a huge number of questions, which frees up our live reps to focus on the things that really need a human touch. The goal isn't to reduce our workforce, but to give them more meaningful work.”

For new customers, it feels effortless: an email, a click, a conversation, and the right answer, right away. For ENGIE, it’s a faster, more seamless onboarding journey that blends automation with one-on-one support.

“Salesforce checks all the boxes. What stands out is the accessibility of the technology and its innovative, out-of-the-box capabilities,” said Dugardijn. “Salesforce allows us to move from custom applications to a point-and-click tool packed with the latest industry-specific solutions.” 

Industry-specific solutions have been key to ENGIE’s sustainability mission. Energy & Utilities Cloud provides prebuilt functionality for EVs, solar panels, and other green initiatives, helping ENGIE maximize operational efficiency while pursuing their zero-carbon goals on a single platform. Their commitment mirrors Salesforce’s own values, creating a partnership grounded in reducing carbon impact and delivering greener solutions. “We always try to partner with companies that are sustainable — it’s one of our core values. Salesforce shares that vision,” Dugardijn said.

This partnership goes beyond matching missions — it translates into tangible operational advantages, particularly when it comes to the speed and ease of deploying new capabilities like Agentforce. Unlike previous AI projects that took nine months to implement, Agentforce went live in just a few weeks. Low-code and no-code Agent Builder tools are driving a cultural shift by allowing business users — without deep technical expertise — to design, monitor, and refine agent conversations. “We were able to achieve implementation with a smaller team, with more business people involved and fewer IT specialists. Instead of focusing on technology, our team can now focus on the actual scope and purpose of the agent,” said Dugardijn.

This ease of innovation is fueling ENGIE’s evolution toward a fully agentic enterprise. Visionary use cases include field technician agents that generate service reports and quotes, sales assistants that prepare pre- and post-meeting briefs, customer agents that answer questions and manage work orders, and background agents that handle complex billing or energy trading analysis. 

With Salesforce as their technology partner, ENGIE isn't just managing the energy transition — they're accelerating it, empowering employees and customers to make cleaner, more sustainable choices every day.