Improving the user experience with Salesforce

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.

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.