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Customer Experience Reimagined

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Customer Experience Reimagined

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Enabling sustainable growth and Utilities customer value
across the enterprise. https://accntu.re/33a2oi5

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  1. 1. Copyright © 2021 Accenture. All rights reserved. Customer Experience reimagined Enabling sustainable growth and Utilities customer value across the enterprise Copyright © 2021 Accenture. All rights reserved.
  2. 2. Copyright © 2021 Accenture. All rights reserved. 2 Accelerate Salesforce® customer capabilities and experience continuous innovation Copyright © 2021 Accenture. All rights reserved.
  3. 3. Copyright © 2021 Accenture. All rights reserved. Accenture helps transform how energy providers harness the power of Salesforce for sustainable growth and competitive advantage 3 Copyright © 2021 Accenture. All rights reserved.
  4. 4. Copyright © 2021 Accenture. All rights reserved. Whether they are residential, commercial or large industrial, today’s energy consumers live in a digital world where they expect personalized customer experiences from every interaction. To deliver on these expectations, energy providers must adopt new ways of thinking and accelerate the pace of change in their businesses and operations. 4 Copyright © 2021 Accenture. All rights reserved.
  5. 5. Copyright © 2021 Accenture. All rights reserved. Imagine if you could Grow and transform how you engage with digitally savvy customers. Connect customers, service representatives, field agents and sales specialists on a single platform. Operate in a secure environment, created for tomorrow, enabling today’s workforce. 5 Copyright © 2021 Accenture. All rights reserved.
  6. 6. Copyright © 2021 Accenture. All rights reserved. Take your customers’ experiences to the next level A 360 degree view of residential and business customers. Together, Accenture and Salesforce help energy providers unlock customer value with speed and scale—while improving business agility and operational efficiencies. Energy & Utilities Cloud Built on the Salesforce Customer Success Platform, and strengthened by Accenture, Energy & Utilities Cloud accelerates digital transformation, enabling companies to improve their customer experiences and offer new products and services with Salesforce. 6
  7. 7. Copyright © 2021 Accenture. All rights reserved. 7 Benefits of a cohesive, omnichannel digital platform Copyright © 2021 Accenture. All rights reserved.
  8. 8. Copyright © 2021 Accenture. All rights reserved. 8 Acquire and serve customers seamlessly across all channels Maximize digital, social, web, mobile and contact center engagement for residential, business and third-party customer interactions across regulated and deregulated markets. 8 Copyright © 2021 Accenture. All rights reserved.
  9. 9. Copyright © 2021 Accenture. All rights reserved. Create a simplified contact center agent view anchored in collaboration and 360-degree view of the customer, allowing streamlined, low- cost interactions while enabling the delivery of an effortless customer experience. Advance to the next-generation customer service 9 Copyright © 2021 Accenture. All rights reserved.
  10. 10. Copyright © 2021 Accenture. All rights reserved. Leverage a single source of the customer relationship across all interactions to increase the value of marketing, sales and service transactions. Empower employees with customer insights 10 Copyright © 2021 Accenture. All rights reserved.
  11. 11. Copyright © 2021 Accenture. All rights reserved. Put customers at the heart of the energy transition, which will allow teams to offer new connected products and services faster while reducing errors and protecting margins. Accelerate processes and deliver insights across customer service, sales and field 11 Copyright © 2021 Accenture. All rights reserved.
  12. 12. Copyright © 2021 Accenture. All rights reserved. Extend the value of integrated employee experience to non- consumer areas of the Utilities value chain, such as Land Management, New Connections, Economic Development, etc. Enable superior experience across the enterprise 12 Copyright © 2021 Accenture. All rights reserved.
  13. 13. Copyright © 2021 Accenture. All rights reserved. Bring sustainability to the front office to provide leaders with true visibility into their company’s environmental, social and governance (ESG) data. Place sustainability at the core of the business 13 Copyright © 2021 Accenture. All rights reserved.
  14. 14. Copyright © 2021 Accenture. All rights reserved. 14 Harvest the benefits of an evergreen product that rapidly adjusts to changing business needs and evolutions of the Salesforce Platform, coupled with managed technology support services offered by Accenture. Focus on continuous innovation and support Copyright © 2021 Accenture. All rights reserved.
  15. 15. Copyright © 2021 Accenture. All rights reserved. 15 Accenture has infused more than 30 years of utilities industry experience into the design of the pre-configured processes and pre-integration with leading billing systems. Together, Accenture and Salesforce have developed innovative, new capabilities to reap the benefits of the Salesforce Platform, while driving a product roadmap with functionality to support new energy consumers and future business models. Copyright © 2021 Accenture. All rights reserved.
  16. 16. Copyright © 2021 Accenture. All rights reserved. Partnering to bring next generation capabilities. 16 Our solution leverages the intelligent system capabilities of a platform, the agility of a leading industry cloud company and the leader in Salesforce implementation. Copyright © 2021 Accenture. All rights reserved.
  17. 17. Copyright © 2021 Accenture. All rights reserved. 17 The Salesforce Customer Success Platform includes industry-leading services spanning sales, service, marketing, commerce, communities, collaboration and industries, all on a single trusted cloud platform. The Salesforce Energy & Utilities Cloud extends Salesforce with industry-specific capabilities, processes, and packaged integrations to transform digital customer engagement faster. Built upon a 100% additive utility data model, it mitigates project risk for utility service providers while delivering rapid industry innovation natively on the Salesforce Platform. Accenture, is a market leader with global utilities functional and technical expertise. More than 29, 000 certified Salesforce professionals help energy providers digitally transform, build and maintain seamlessly integrated customer experiences. Copyright © 2021 Accenture. All rights reserved.
  18. 18. Copyright © 2021 Accenture. All rights reserved. 18 To thrive and grow in a fast- changing digital world, energy providers must put the customer and employee experience at the heart of their business. Let’s get started Copyright © 2021 Accenture. All rights reserved.
  19. 19. Copyright © 2021 Accenture. All rights reserved. Contact us 19 Anita Hui Principal Director Accenture Utilities, anita.hui@accenture.com About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 624,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com. Copyright © 2021 Accenture. All rights reserved.
  20. 20. Copyright © 2021 Accenture. All rights reserved. Thank you Copyright © 2021 Accenture. All rights reserved.

Description

Enabling sustainable growth and Utilities customer value
across the enterprise. https://accntu.re/33a2oi5

Transcript

  1. 1. Copyright © 2021 Accenture. All rights reserved. Customer Experience reimagined Enabling sustainable growth and Utilities customer value across the enterprise Copyright © 2021 Accenture. All rights reserved.
  2. 2. Copyright © 2021 Accenture. All rights reserved. 2 Accelerate Salesforce® customer capabilities and experience continuous innovation Copyright © 2021 Accenture. All rights reserved.
  3. 3. Copyright © 2021 Accenture. All rights reserved. Accenture helps transform how energy providers harness the power of Salesforce for sustainable growth and competitive advantage 3 Copyright © 2021 Accenture. All rights reserved.
  4. 4. Copyright © 2021 Accenture. All rights reserved. Whether they are residential, commercial or large industrial, today’s energy consumers live in a digital world where they expect personalized customer experiences from every interaction. To deliver on these expectations, energy providers must adopt new ways of thinking and accelerate the pace of change in their businesses and operations. 4 Copyright © 2021 Accenture. All rights reserved.
  5. 5. Copyright © 2021 Accenture. All rights reserved. Imagine if you could Grow and transform how you engage with digitally savvy customers. Connect customers, service representatives, field agents and sales specialists on a single platform. Operate in a secure environment, created for tomorrow, enabling today’s workforce. 5 Copyright © 2021 Accenture. All rights reserved.
  6. 6. Copyright © 2021 Accenture. All rights reserved. Take your customers’ experiences to the next level A 360 degree view of residential and business customers. Together, Accenture and Salesforce help energy providers unlock customer value with speed and scale—while improving business agility and operational efficiencies. Energy & Utilities Cloud Built on the Salesforce Customer Success Platform, and strengthened by Accenture, Energy & Utilities Cloud accelerates digital transformation, enabling companies to improve their customer experiences and offer new products and services with Salesforce. 6
  7. 7. Copyright © 2021 Accenture. All rights reserved. 7 Benefits of a cohesive, omnichannel digital platform Copyright © 2021 Accenture. All rights reserved.
  8. 8. Copyright © 2021 Accenture. All rights reserved. 8 Acquire and serve customers seamlessly across all channels Maximize digital, social, web, mobile and contact center engagement for residential, business and third-party customer interactions across regulated and deregulated markets. 8 Copyright © 2021 Accenture. All rights reserved.
  9. 9. Copyright © 2021 Accenture. All rights reserved. Create a simplified contact center agent view anchored in collaboration and 360-degree view of the customer, allowing streamlined, low- cost interactions while enabling the delivery of an effortless customer experience. Advance to the next-generation customer service 9 Copyright © 2021 Accenture. All rights reserved.
  10. 10. Copyright © 2021 Accenture. All rights reserved. Leverage a single source of the customer relationship across all interactions to increase the value of marketing, sales and service transactions. Empower employees with customer insights 10 Copyright © 2021 Accenture. All rights reserved.
  11. 11. Copyright © 2021 Accenture. All rights reserved. Put customers at the heart of the energy transition, which will allow teams to offer new connected products and services faster while reducing errors and protecting margins. Accelerate processes and deliver insights across customer service, sales and field 11 Copyright © 2021 Accenture. All rights reserved.
  12. 12. Copyright © 2021 Accenture. All rights reserved. Extend the value of integrated employee experience to non- consumer areas of the Utilities value chain, such as Land Management, New Connections, Economic Development, etc. Enable superior experience across the enterprise 12 Copyright © 2021 Accenture. All rights reserved.
  13. 13. Copyright © 2021 Accenture. All rights reserved. Bring sustainability to the front office to provide leaders with true visibility into their company’s environmental, social and governance (ESG) data. Place sustainability at the core of the business 13 Copyright © 2021 Accenture. All rights reserved.
  14. 14. Copyright © 2021 Accenture. All rights reserved. 14 Harvest the benefits of an evergreen product that rapidly adjusts to changing business needs and evolutions of the Salesforce Platform, coupled with managed technology support services offered by Accenture. Focus on continuous innovation and support Copyright © 2021 Accenture. All rights reserved.
  15. 15. Copyright © 2021 Accenture. All rights reserved. 15 Accenture has infused more than 30 years of utilities industry experience into the design of the pre-configured processes and pre-integration with leading billing systems. Together, Accenture and Salesforce have developed innovative, new capabilities to reap the benefits of the Salesforce Platform, while driving a product roadmap with functionality to support new energy consumers and future business models. Copyright © 2021 Accenture. All rights reserved.
  16. 16. Copyright © 2021 Accenture. All rights reserved. Partnering to bring next generation capabilities. 16 Our solution leverages the intelligent system capabilities of a platform, the agility of a leading industry cloud company and the leader in Salesforce implementation. Copyright © 2021 Accenture. All rights reserved.
  17. 17. Copyright © 2021 Accenture. All rights reserved. 17 The Salesforce Customer Success Platform includes industry-leading services spanning sales, service, marketing, commerce, communities, collaboration and industries, all on a single trusted cloud platform. The Salesforce Energy & Utilities Cloud extends Salesforce with industry-specific capabilities, processes, and packaged integrations to transform digital customer engagement faster. Built upon a 100% additive utility data model, it mitigates project risk for utility service providers while delivering rapid industry innovation natively on the Salesforce Platform. Accenture, is a market leader with global utilities functional and technical expertise. More than 29, 000 certified Salesforce professionals help energy providers digitally transform, build and maintain seamlessly integrated customer experiences. Copyright © 2021 Accenture. All rights reserved.
  18. 18. Copyright © 2021 Accenture. All rights reserved. 18 To thrive and grow in a fast- changing digital world, energy providers must put the customer and employee experience at the heart of their business. Let’s get started Copyright © 2021 Accenture. All rights reserved.
  19. 19. Copyright © 2021 Accenture. All rights reserved. Contact us 19 Anita Hui Principal Director Accenture Utilities, anita.hui@accenture.com About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 624,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com. Copyright © 2021 Accenture. All rights reserved.
  20. 20. Copyright © 2021 Accenture. All rights reserved. Thank you Copyright © 2021 Accenture. All rights reserved.

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