Not only new regulations, liberalization of the commodity market, but also digitalization and the search for new opportunities are increasingly resonating in the energy and utilities segment. However, most companies in our country lack greater experience in this area, and know-how must therefore be sought abroad, where these transformation cycles have already been carried out.
How to proceed with digital transformation in Energo & Utility? What will it bring to the company, what is the impact on customers or sales representatives? Where to get inspiration from and which countries are furthest away?
According to experts, Italy, Spain and the UK are the most advanced European countries in digitalizing utility processes. For example, the Italian company Engie, which trades in electricity and gas, has 2,600 employees, 50 offices and, last but not least, a network of one million customers, recently implemented a new CRM. Similar companies in other European countries are gradually joining.
Why are the energy and utilities segments approaching chinese overseas australia database digitalization and automation of processes and what is their goal?
1: Customer-centric.
The first and indisputable goal of digitization and automation of processes. Whether in the B2B or B2C sector. The aim is to make the customer satisfied and loyal. Only such a person will be more interested in the services and will become a source of higher income.
2: Increasing the company’s efficiency, and therefore the ROI indicator.
In the context of a company’s digital transformation, savings are a basic prerequisite, which occur mainly through simplifying the architecture, increasing employee productivity, faster customer service, and moving customers into the digital space.
3: New business model
All of the above factors can result in a new business model. Every utility company is thinking about changing its business model because it wants to increase its revenues. The condition for this step is to have a platform that is flexible, innovative, proven and reliable. Ideally, it should be able to integrate into an older, existing system and should not be expensive.
4: Satisfied employees
Creating a user-friendly and intuitive environment for employees is another goal of digital transformation and a clear condition for success. The employee environment must be friendly and bring the company the planned savings resulting from increasing the efficiency of its employees. Therefore, it is important to involve employees in the entire process.
How to proceed?
It is advisable to plan the implementation of a new CRM how to find a job in an overheated market? platform in small steps, with each additional product being added quickly. In fact, it involves the migration of users and data to a new CRM/application platform that is friendly to process management and the work of the user himself.
Specific benefits
Experience from implementing cloud CRM in European countries shows that switching to a new system allows companies from the energy and utilities segment to:
reducing the average time to serve one customer (in the contact center),
an increase in the number of customers who make a decision immediately after the first phone call,
increase in cross-sale campaigns.
Other benefits include improved customer self-service capabilities , an increase in paperless forms of customer communication, and last but not least, customer satisfaction.
Thanks to the new application, up to 55% of customers can serve themselves. Easier and more frequent digital contact reduces the number of salespeople and at the same time the customer is in contact whenever he needs it. It also allows the company to get to know the customer better, to better target offers, which can also be sent automatically. The use of AI also plays an important role here.
The figures from the implemented implementations burkina faso leads also show an increase in paperless communication with customers of approximately 15%. This naturally means less paper and fewer mailings.