Having established a fresh business direction in 2016 aimed at becoming the leading low-carbon energy provider, French multinational ENGIE is now in the midst of an exciting new endeavour that will centralise its operations on the needs and expectations of customers and employees.
The ideal tech to facilitate this ambition comes in the form of Salesforce’s world-leading and malleable CRM platform, with support from Accenture in defining the business model, operational processes and IT architecture before assisting with implementation and the global rollout of the complete article. Vlocity, meanwhile, will integrate omnichannel and industry-specific cloud and mobile functionality into the CRM platform whilst working closely with both the B2C and B2B customer relationship transformation initiatives at ENGIE.
Through the global platform, ENGIE will gain invaluable intelligence that will maximise the efficacy of its relationships with customers. The “360-degree customer view” will enable the firm to tailor recommendations, support customers in their efforts to bring down their energy consumption, liaise with those customers on the development of new solutions, and afford ENGIE’s field employees to expedite installations and offer customers complete transparency.
“Climate change is leading us into a world very different from the one we have known, one in which no one can say, ‘it’s not my problem,’” said Isabelle Kocher, CEO of ENGIE in Accenture’s press release on the matter.
“We decided to be part of the solution by moving to zero carbon and helping others do the same. Teaming with Accenture, Salesforce and Vlocity has been an important part of this journey, allowing us to get a global view of our customers and move fast to build a more sustainable future. Decarbonised energy and digital technology are the lifeblood of ENGIE going forward.”
Marc Benioff and Keith Block, co-CEOs at Salesforce, added: “Salesforce and ENGIE share a commitment to achieving a zero-carbon future and improving the state of our world for generations to come.
“We’re proud to work with ENGIE to empower the company’s 160,000 employees to deliver customer-centric energy solutions through the Salesforce Customer 360 Platform."