ENGIE Italia, part of the worldwide ENGIE group and chief in sustainable power, serves over 1 million households throughout Italy. As an business innovator devoted to assembly buyer expectations, ENGIE is remodeling its buyer engagement mannequin utilizing AI and real-time information.
Assembly evolving buyer expectations
With buyer expectations quickly shifting, particularly throughout important moments like onboarding and contract renewals, ENGIE confronted fragmented information and legacy methods that hindered well timed responses and personalised service.
Recognizing these challenges, ENGIE got down to simplify service supply by unifying buyer information right into a single Buyer Knowledge Platform (CDP) and automating interactions to allow seamless omnichannel experiences.
ENGIE collaborated with PwC and Salesforce to modernize its buyer engagement mannequin, aligning know-how, technique and implementation to create a scalable buyer expertise platform. On the core was Salesforce Knowledge Cloud, a strong resolution designed to convey collectively buyer information throughout ENGIE’s methods.
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Accelerating transformation with cloud companies
With PwC’s steerage, ENGIE created a versatile information mannequin that integrates CRM, billing methods, name facilities, and case administration instruments. Bringing 5 information sources into Salesforce Knowledge Cloud offers ENGIE a real-time, full view of each buyer, making connecting interactions and delivering tailor-made experiences simpler.
By leveraging Salesforce Advertising and marketing Cloud, personalised campaigns that used to take weeks to launch now occur in days. With unified information, ENGIE runs smarter, extra related campaigns that at all times hit the proper viewers.
With a stable Knowledge Cloud basis, PwC and ENGIE launched Agentforce, Salesforce’s AI assistant. It handles routine questions and frees brokers to concentrate on complicated points and deeper buyer wants.
Leveraging AI to set a brand new customary for buyer care
Decided to remain forward of evolving buyer wants, ENGIE leaned into AI to rethink buyer engagement and operational workflows. By totally integrating AI inside their ecosystem, they ship well timed, personalised responses that increase the client expertise and empower smarter data-driven selections. This method not solely streamlines inner processes however units a brand new customary for power firms.
At ENGIE, we see AI, and particularly, generative AI, as an necessary driver of innovation. It’s not nearly know-how; it’s about how we work, how we join and the way we work together with our prospects.
Flavia Lenzi, Head of Buyer Service and Buyer Worth, ENGIE
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Hear from ENGIE and PwC in a two-minute video.
Attaining breakthrough engagement
ENGIE’s AI agent was up and working in lower than a month, with a fast turnaround, spectacular accuracy, and seamless CRM integration.
With Agentforce and Knowledge Cloud, ENGIE now delivers real-time, data-driven buyer engagement, 24/7 self-service for frequent questions, and sturdy AI instruments that empower contact middle groups.
Prospects now obtain well timed, related communications throughout important moments like contract renewals and billing inquiries, making certain a seamless and personalised expertise when it issues most.
Simply three months into testing, ENGIE’s outcomes stood out:
- Open charges round 66%, 10% above common
- Click on-through charges greater than triple the business benchmark
The partnership additionally strengthened collaboration between IT and enterprise groups, with PwC fostering a shared possession mannequin that retains everybody aligned and accelerating progress collectively.
Powering a scalable future
ENGIE’s subsequent chapter focuses on increasing AI-powered buyer care by way of Agentforce, cementing its position as a digital power innovator. With Knowledge Cloud because the spine, ENGIE leverages real-time insights to make smarter selections, equips groups with AI-driven instruments, and simplifies buyer self-service for billing and power use.
The plan is to develop AI assist for key moments like contract renewals, billing inquiries, and doc evaluations, providing prospects seamless, clear, personalised experiences and the power to navigate complicated info independently.
As ENGIE retains innovating, its AI-driven technique units a brand new bar within the power sector by simplifying the client journey, boosting operational agility, and powering a sustainable future.
