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Salesforce for utilities powering a consistent customer experience

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Salesforce for utilities powering a consistent customer experience

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Salesforce for utilities powering a consistent customer experience

  1. 1. Salesforce for Utilities Powering a Consistent Customer Experience
  2. 2. David Mills Regional Vice President, Utilities & Energy
  3. 3. Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward- looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements. Safe Harbor
  4. 4. Customer Service in Utility Companies The Daily Telegraph – 18th May 2015
  5. 5. Innovation is the Key Utility Week – May 2015
  6. 6. Innovation is in our DNA
  7. 7. The Future is a Customer Success Platform Systems of Record Customer Success Platform
  8. 8. Peter Bingham Transitional Capacity Arrangements Manager
  9. 9. Keeping the lights on with Salesforce
  10. 10. Tightening Capacity margins mid-decade • Ofgem forecast tightening capacity during 2014/15 and 2015/16 increasing the risks to security of supply • Caused by closure of ageing generation due to environmental and economic factors, with limited investment in new power stations 0% 2% 4% 6% 8% 10% 12% 2013/14 2014/15 2015/16 2016/17 2017/18 2018/19 De-ratedcapacitymargin[%] Year
  11. 11. Media Headlines 11
  12. 12. BBC Video Clip
  13. 13. Delivering a Solution Two new tools were developed to address security of supply concerns • Demand-Side Balancing Reserve (DSBR) • Supplemental Balancing Reserve (SBR) • Both were approved by Ofgem in December 2013 • Both were needed ready for winter 2014/15 • No system existed to support the procurement, despatch and settlement of the DSBR product
  14. 14. What is Demand-Side Balancing Reserve  Large industrial / commercial consumers capable of reducing their electricity demand between 4pm and 8pm on winter weekdays when requested by National Grid  By switching off/shifting load or running standby generators  Voluntary scheme, upfront payments for signing up (£10/kW) then payments of up to £15/kWh (i.e. ~100x the electricity price) when called.  Only to be used rarely as a last resort if market options are used up.  Called via SMS/Mobile App  Promoting growth in Demand-Side services
  15. 15. National Grid IS Requirement  National Grid required the rapid deployment of a new system to enable the DSBR service  TCS/Zensar using Salesforce engaged [Feb 2014]  DSBR procurement system required by May 2014 to tender in early June  DSBR despatch system (including mobile App) required by October) for the service to go- live from November  DSBR settlement system required by Jan ‘15 to enable payment for service delivery
  16. 16. Business Outcome  Pilot Scheme tender launched in June 2014  340MW of DSBR procured, supporting security of supply in winter 2014  All DSBR units despatched as a test during the winter, successfully proving the scheme works  With nuclear plant returning, high continental imports, and a warm/windy winter, generation was adequate and DSBR was not used in anger  BUT DSBR provided vital insurance for the UK’s electricity supply had any of these gone the other way  Two procurement events run for 2015/16, attracting further interest in the product  Much greater need following further power station closures  National Grid delighted by the success of the scheme
  17. 17. Peter Bingham Transitional Capacity Arrangements Manager
  18. 18. The Future is a Customer Success Platform Systems of Record Customer Success Platform
  19. 19. David Bowring Head of Technology British Gas Home Installations
  20. 20. “Paper trail…” “Lets get digital…” “A magic touch…” • 16 year old Oracle system • Changes taking 3mths+ • Manual processes OfficeSalesOps • No field device for Engineers • Work sent out by post • Planning changes by phone • 1½ hours per day to up/download • 3 months to launch a new product • Commission managed by hand • New laptops with 3G • Turnaround for new products = 1 wk • Better lead tracking & MI • Electronic diary management • No more job completion documents • Email & intranet solution in place • Easier to use web-based system • Call scripting for lead management • Integrated merchant delivery slots • Google integration to reduce travel • Shorter completion journeys • BG Integration – products, SAP billing • iPads issued to Sales Advisors • Creation of a digital customer Showroom • Better use of rich media • iPads issued to all Engineers • Creation of Depot • Photo management British Gas Home Installations’ technology transformed over 5 years, underpinned by a Salesforce platform…
  21. 21. “Paper trail…” “Lets get digital…” “A magic touch…” • 16 year old Oracle system • Changes taking 3mths+ • Manual processes OfficeSalesOps • No field device for Engineers • Work sent out by post • Planning changes by phone • 1½ hours per day to up/download • 3 months to launch a new product • Commission managed by hand • New laptops with 3G • Turnaround for new products = 1 wk • Better lead tracking & MI • Electronic diary management • No more job completion documents • Email & intranet solution in place • Easier to use web-based system • Call scripting for lead management • Integrated merchant delivery slots • Google integration to reduce travel • Shorter completion journeys • BG Integration – products, SAP billing • iPads issued to Sales Advisors • Creation of a digital customer Showroom • Better use of rich media • iPads issued to all Engineers • Creation of Depot • Photo management British Gas Home Installations’ technology transformed over 5 years, underpinned by a Salesforce platform…
  22. 22. “Paper trail…” “Lets get digital…” “A magic touch…” • 16 year old Oracle system • Changes taking 3mths+ • Manual processes OfficeSalesOps • No field device for Engineers • Work sent out by post • Planning changes by phone • 1½ hours per day to up/download • 3 months to launch a new product • Commission managed by hand • New laptops with 3G • Turnaround for new products = 1 wk • Better lead tracking & MI • Electronic diary management • No more job completion documents • Email & intranet solution in place • Easier to use web-based system • Call scripting for lead management • Integrated merchant delivery slots • Google integration to reduce travel • Shorter completion journeys • BG Integration – products, SAP billing • iPads issued to Sales Advisors • Creation of a digital customer Showroom • Better use of rich media • iPads issued to all Engineers • Creation of Depot • Photo management British Gas Home Installations’ technology transformed over 5 years, underpinned by a Salesforce platform…
  23. 23. .co.uk > >>> Homecare CRM Telephone & Online leads Lead management Customer visits Propositions Pricing Collateral Quotations Job management Mobile comms Customer Relations Customer Billing Supplier orders > We have the agility to deliver a great customer experience in a premium home retail market
  24. 24. Our field teams are well equipped.... Demo...
  25. 25. David Bowring Head of Technology British Gas Home Installations
  26. 26. Thank you, London! 1 2 3 Stop at registration, leave feedback for this session, and receive a free gift. Visit the Campground to meet our experts and see products and solutions in action. Check out salesforce.com/industries to learn more!

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