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Case Study
Utilities

Improving the user experience with Salesforce

ENGIE Home Services worked with Accenture to accelerate a Salesforce-powered transformation that is helping it become a customer-first organization.

Challenge

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.

What Accenture did

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.

People and culture

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.

Value delivered

In the five years following our implementations, ENGIE Home Services has transformed across several dimensions, notably through:

Operations optimization

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.

IT modernization

By drawing up an IT Roadmap for the coming years.

Meet the team

Danielle Tuarze

Managing Director – Engie Global Account Lead
LinkedIn

Emilie De Possesse

Managing Director – Technology Lead, Accenture France and Benelux
LinkedIn

Bruno Katz

Managing Director – Industry and Functions Network Technology Lead, Accenture France
LinkedIn

Micaël Debast

Managing Director – Salesforce projects Lead, Accenture France
LinkedIn

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