In 2015, ENGIE Home Services decided to move away from its legacy digital customer service tools that required a lot of manual work. It began a digital transformation journey, and the first step was to build a customer relationship management (CRM) tool.
Following this project, the company launched a five-year plan called “4-D” (Dynamize, Diversify, Digitization and De-complexification). The goal: Become a real customer-first organization with a single source of truth that allows employees to serve customers better. To this end, ENGIE Home Services partnered with Accenture to drive a transformation through several IT and business transformation projects.
ENGIE Home Services is optimizing operations thanks to a new organization, tools and processes. It is also improving the employee experience with efficient digital applications, and increasing customer satisfaction through added value services.
The team implemented a solution that included Salesforce CRM Service cloud to give employees access to customer data in real time; Common Finance, the first decision-making part of the ENGIE Common Finance SAP project; and Salesforce Community Cloud to enable a new customer portal for a better experience. All of these were implemented in less than five months.
These projects are changing ENGIE Home Services’ corporate culture, putting employees and customers at the heart of the business as the company moves from a heater-centric to a customer-centric company. Digitizing processes and applications is helping the company become a data-driven organization while also facilitating team work, optimizing operations and better satisfying customers.
The team has also built an organization to better manage new tools and processes and ensure operational excellence and has offered training to ensure adoption. These tools and processes have been adopted quickly and actively by sales and technicians and are now deployed across France.
In the five years following our implementations, ENGIE Home Services has transformed across several dimensions, notably through:
Especially via a “NUM” mobility project equipping technicians with a mobile app to manage their daily duties.
Employee experience improvement
By digitizing tools used by all workforces, including customer advisers, technicians and managers in agencies.
Customer intimacy and satisfaction increase
By developing a 360-degree view of customers and improving selfcare.