Customer Experience Reimagined

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
Accelerate Salesforce® customer capabilities
and experience continuous innovation

Accenture helps transform how energy
providers harness the power of
Salesforce for sustainable growth and
competitive advantage
3

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

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

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

Benefits of a cohesive, omnichannel
digital platform

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

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

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

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

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

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

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

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.

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.

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.

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

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.

Thank you

Customer Experience Reimagined

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