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Accenture Customer Experience Solution for Utilities

The Accenture Customer Experience Solution for Utilities is a flexible, modular application built on Salesforce.com. It combines the strengths of the complete Salesforce Customer Success Platform including Marketing-, Sales-, Service- and Community-cloud with Accenture’s global knowledge and deep industry experience. This Fullforce-certified solution is available on a modular basis to best match an organization’s specific business needs, today and in the future.

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Accenture Customer Experience Solution for Utilities

  1. 1. Leading the way with innovation in the digital utility retail (r)evolution
  2. 2. 2 Forces shaping the market place for utility retailers Copyright © 2016 Accenture All rights reserved. Despite varying challenges and market conditions, every utility needs to consider these four forces Personalized energy Solar, electric vehicles, storage and microgrid adoption is on the rise Asymmetric competition Competition and new entrants from non-energy providers continues to increase Digital interactions Energy consumers are becoming increasingly connected, mobile and social—and they have the same expectations for their energy providers Shifting regulatory frameworks Developing movement in retail market liberalization, alternative revenue models and performance-based remuneration
  3. 3. 3Copyright © 2016 Accenture All rights reserved. Digital consumers show significant potential for utility retailers Digitally engaged consumers offer more business value to energy providers. Utility retailers have much to gain by converting and retaining digital consumers. more likely to sign up for automated home energy management devices or services more satisfied with their energy provider more trust in their energy provider more likely to recommend their current energy provider more likely to sign up for home energy generation products more likely to participate in an energy management program more likely to share their personal information and energy usage information Non-digital channel users Digital channel users 13% 42% 59% 80% 55% 69% 51% 73% 53% 73% 31% 41% 48% 70% Digital channel users Source: The New Energy Consumer: Unleashing Business Value in a Digital World, Accenture, 2015.
  4. 4. 4 In architecting a future-forward strategy, utility retailers should look to critical imperatives to unleash digital value Copyright © 2016 Accenture All rights reserved. Consumer channels Channels represent the layer of all different customer interactions. Control center Control center capabilities uniformly unlock relevant data from any customer channel, allowing any channel to initiate the business processes. Quality and performance management Document and output management Customer relationship management CRM capabilities support sales, campaign, service and marketing management. All customer interaction and contact data is stored in CRM. Customer contract, billing and collections Market message CTRM ERP MDM Analytics Analytical capabilities consolidate all data and create insights to be leveraged in marketing, sales and service processes. Middleware Areas to explore include control center, product management, analytics and meter data management.
  5. 5. Integration with utility-specific billing solutions • Contract management • Customer and contact management • Case management • Customer 360 view • Chatter • Knowledge mgmt. • Macros • Social• Customer community • Partner community for Survey for Output for Signing • Prospect and lead management • Opportunity management • Pricing and quotation • Product management • Segmentation • Omni-channel management • Marketing automation • Campaign monitoring • Loyalty management 5Copyright © 2016 Accenture All rights reserved. The Accenture Customer Experience Solution for Utilities combines the strengths of the Salesforce Customer Success Platform • Reports • Dash- boards
  6. 6. 6Copyright © 2016 Accenture All rights reserved. Service and Operations Marketing and Sales Evaluate Use Purchase Consider Discover Discover Consider Evaluate Purchase Use From the traditional sales funnel … … to a dynamic and continuous customer experience End-to-end scenarios across marketing, sales, service and operations drive an enhanced customer experience. The Accenture Customer Experience Solution for Utilities delivers a dynamic and continuous customer experience
  7. 7. 7 Seize the opportunity today and stay ahead of the curve. Copyright © 2016 Accenture All rights reserved. Follow us: @Accenture_Util Accenture Utilities Learn more: https://www.accenture.com/us-en/insight-customer-experience-solution-utilities

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