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Multinational Utility ENGIE Unifies Data across Salesforce Customer 360 for ‘Greener’ Future

French multinational utility company ENGIE leveraged Salesforce Customer 360 for sales of its tailored, low carbon solutions during the pandemic, helping grow customer relationships and increase sales opportunities.

Driving the news: As catastrophic as it has been, COVID-19 has also shown us what’s possible when the need is urgent. Governments ramped up medical services and financial support. Companies adapted their supply chains and business models. Individuals changed the way they worked and consumed goods.

As a result, carbon emissions dropped to a level not seen since the global financial crisis of 2007–2008.

The question is: Will it last? As a global energy player, ENGIE is doing everything it can to ensure that the sudden correction to lower carbon emissions will provide the impetus the world needs for a greener future.

What’s the impact: ENGIE’s adoption of Salesforce Customer 360 helped its teams be more productive and collaborative: 

  • Decreased the time required to train agents by 50%.
  • Reduced the amount of coding needed in France and Belgium by half with Salesforce solution’s library of prebuilt processes.
  • Accelerate time to value with 2.3X faster implementation.
  • Increased sales opportunities by 1.7X — even during COVID-19.

In-depth: ENGIE is using Salesforce Customer 360 to unite data across sales, service, and IT teams and provide a single, shared view of every customer from anywhere in the world:

  • Tableau CRM provides ENGIE a shared workspace across the company’s sales, service, and marketing teams globally, giving team members actionable insights into how customers engage with ENGIE products and services.
  • Salesforce Service Cloud, Field Service Lightning, and MuleSoft work together to help ENGIE intelligently prioritize essential jobs by automatically assigning the right workers to accessible projects based on skills, location, and business rules. Additionally, 4,000 field technicians can access ENGIE customer data and knowledge articles to resolve jobs faster, identify assets and parts instantly, and complete paperwork in the field – even when they’re offline. 
  • Salesforce Industries (Energy & Utilities Cloud) automates many of ENGIE’s processes and delivers digital-first, personalized utility sales and service experience for both B2B and B2C customers as well as their employees, helping to yield a significant reduction in training time for new service agents.
  • Quip helps improve coordination between account teams, promotes information sharing, and increases productivity, allowing sales team members access to valuable insights to close new deals, build stronger relationships with customers, and grow existing accounts. 
  • With Marketing Cloud and CPQ for Communities, the company’s marketing team can create a seamless experience across multiple touchpoints and enable resellers with real-time product and pricing information.
  • MyTrailhead provides a tailored six-week learning program for ENGIE team members designed to help sales representatives remain engaged with the company while remote, grow their digital skills, and become better prepared to get back to work after the lockdown is lifted.

What they’re saying: “25 million customers have evolved in their expectations. Salesforce is helping us globally to address these demands faster and in real time,” said Yves Le Gélard, Executive Vice President, Digital & Information Systems, ENGIE. “And we’re committed to stepping up to create a carbon-neutral world. It’s for the greater good of our customers, but also for mankind.”

Explore further: Watch the Dreamforce Main Show on Tuesday, Sept. 21 at 9:45 a.m. PT / 12:45 p.m. ET to hear more about how ENGIE is creating a greener future through Salesforce Customer 360.


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