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Forging Connection

Stronger Collaboration. Enhanced Digital Experiences.

ACCENTURE DOWNSTREAM CUSTOMER SOLUTION

Combines the strengths of the Salesforce® Customer Success Platform with Accenture’s global energy industry experience

SHIFTING DOWNSTREAM EXPERIENCES

The energy industry is undergoing a period of immense change. From shifting customer expectations to legacy landscapes and margin pressures, an innovation imperative is paramount in today’s increasingly competitive market. Going forward, the business-to-business (B2B) customer experience will become a key differentiator. In recent Accenture research, customer expectations for personalized experiences and end-to-end solutions are significantly higher than they were just a few years ago according to 73 percent of business-to-business (B2B) executives.1

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Therefore, the next generation of downstream businesses must focus on four core competencies to enable a consistent, multichannel B2B customer experience:

Operational Excellence

Operational Excellence

Create Lasting Customer Engagement

Create Lasting Customer Engagement

Optimized Customer Interaction

Optimized Customer Interaction

Extend the Value Proposition

Extend the Value Proposition

1Accenture Strategy, B2B Customer Experience Research, 2017

OUR SOLUTION

The Accenture Downstream Customer Solution (ADCS) is purpose-built for downstream, leveraging the power of the Salesforce platform by combining Accenture’s industry knowledge with our market-leading Salesforce capability.

THE SOLUTION IS:

The Accenture Downstream Customer Solution is integrated, innovative, digital and built with a highly efficient implementation accelerator.

CONNECTING WITH CUSTOMERS

The Accenture Downstream Customer Solution connects downstream businesses with its customers at all sales locations and across five, main functional areas—all designed specifically for downstream businesses.

The solution can include customized portals, customer relationship management, sales, inventory management and field force enablement. It can be applied within a customer and company-owned retail, commercial sites, aviation, marine and wholesale context. DOWNLOAD THE INFOGRAPHIC [PDF]

BENEFITS FOR DOWNSTREAM COMPANIES

As downstream companies work to increase profits and reduce expenses, the Accenture Downstream Customer Solution delivers a differentiated customer experience that is tailored to their needs.

For example, customer acquisition is enhanced through Salesforce customer relationship management platform and marketing capability. The ADCS supports digital sales and marketing strategy to enhance and optimize digital brand loyalty. And inventory efficiency is optimized by industry-specific system streamlining, which increases profitability per unit sold.

Additionally, ADCS incentivizes customers to move to self-service, which optimizes back-office processes. Together, ADCS and Salesforce can consolidate IT landscapes and rationalize applications, reducing running cost. On the ground, ADCS can optimize transport and logistics, providing increased efficiency through mobile solutions.

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MEET OUR LEADER

Luis Galito

Luis Galito
Managing Director & Cloud First Applications Lead

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