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Power The Retail Energy Customer Experience

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Power the retail energy customer experience with Salesforce.

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Power The Retail Energy Customer Experience

  1. 1. POWER THE RETAIL ENERGY CUSTOMER EXPERIENCE
  2. 2. TECHNOLOGY AND MARKET CHANGES CONTINUE TO FUEL THE NEW ENERGY REALITY Copyright © 2017 Accenture. All rights reserved. 2 PERSONALIZATION NEW PRODUCTS & SERVICES (DER) GLOBAL SWITCHING ECONOMY PEER TO PEER ENERGY MARKETPLACES
  3. 3. Copyright © 2017 Accenture. All rights reserved. 3 SALESFORCE ENABLES A 360° VIEW OF THE CUSTOMER WHEN SUPPORTED BY PEOPLE, PROCESS & TECHNOLOGY TRANSFORMATION
  4. 4. ACCENTURE OFFERS YOU THE ONLY FULLFORCE- CERTIFIED* SOLUTION… Copyright © 2017 Accenture. All rights reserved. 4 The Accenture Customer Experience Solution combines the strengths of the Salesforce Service, Sales, Marketing, Field Service Lightning and Community clouds with Accenture’s deep industry knowledge and experience. • Extended Utilities & Energy Retailer specific data model • Highly configurable 360° customer view (Lightning UI) • 10+ Utilities & Energy Retailer specific CRM-CIS processes • 12+ interfaces with SAP, Oracle, Microsoft • Seamless omni-channel integration • Integrated Quote-to-Cash solution (Bit2Win CPQ) • Utilities and Energy Retailer specific reports and dashboards • Field Service Lightning scheduling & dispatching capabilities • Customer, landlord and contractor portals * Fullforce certification recognizes the acumen of Salesforce Alliance partners like Accenture to develop integrated vertical solutions supporting a particular industry with demonstrated customer success INDUSTRY DIFFERENTIATORS
  5. 5. …FOR UTILITIES AND ENERGY RETAILERS IN THE SALESFORCE MARKETPLACE Copyright © 2017 Accenture. All rights reserved. 5 The Accenture Customer Experience Solution enables a Customer 360˚ view and digital, integrated agent experience across CRM and CIS applications for Customer & Field Operations. SOLUTION Preconfigured solution integrated with SAP, Oracle and MS CIS applications Fully digital, omni-channel processes with mobile and customer self-service scenarios Innovative business processes based on 30+ years of Utilities and Energy Retailer industry experience Globally developed, locally delivered solution leveraged at Utilities and Retailers North America, Europe and Asia Pacific INTEGRATED DIGITAL INNOVATE ACCELERATE
  6. 6. OUR SOLUTION SUPPORTS THE FOLLOWING INTERACTIONS OF A DIGITAL CUSTOMER JOURNEY, INCLUDING INTEGRATION WITH UTILITIES CIS SYSTEMS Copyright © 2017 Accenture. All rights reserved. 6 Help Sharing Paying View Account Welcome Exploring Understanding Moving Informing Personalizing Reward & Retain Leave & Re-Join
  7. 7. THE ACCENTURE CUSTOMER EXPERIENCE SOLUTION ENABLES A 360° VIEW OF THE ENERGY CUSTOMER AND FIELD ASSETS Copyright © 2017 Accenture. All rights reserved. 7 360° VIEW OF ENERGY CUSTOMER AND FIELD ASSETS SALESFORCE CIS ▪ Account / Contact Details ▪ Cases ▪ Opportunities ▪ Activities / Events ▪ Social ▪ Marketing Campaigns ▪ Lead / Prospect Details ▪ Field Appointments ▪ Asset Management ▪ Contract Accounts ▪ Contract Billable Services ▪ Invoices ▪ Payments ▪ Connections / Meters ▪ Meter Reads ▪ Payment Arrangements Accenture Customer Experience Solution
  8. 8. FOLLOW US @Accenture_Util Accenture Utilities Accenture Utilities Utilities Blog VISIT For more information on the Accenture utilities, visit http://www.accenture.com/utilities ABOUT ACCENTURE Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com. Copyright 2017 @ Accenture. All rights reserved. Accenture, its Logo and High Performance Delivered are trademarks of Accenture.

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