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Accenture Customer Experience
Solution for Utilities

The Accenture Customer Experience Solution for Utilities is a
flexible, modular application built on


Leading the way with innovation
in the digital utility retail

Energy providers around the world are facing increasing competitive pressures from “asymmetric” competition, squeezed margins and disruptive technologies. All signs point to continued disruption with substantial changes in every utility’s customer operations for the foreseeable future. Successful energy providers will be those that recognize that disruption can spark innovation, and accelerate new opportunities and rapid advancements. And they will embrace the potential of consumers as a strategic lever for increasing revenues and decreasing costs. To reap this potential, utilities are becoming more customer-oriented, responsive, flexible and agile.

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

Salesforce Solution

Reap The Benefits

Ready-made solution

1. Ready-made utilities solution with back-end integration

Innovative business processes

3. Innovative business processes

Full digital

2. Fully digital, omni-channel approach with customer self-service scenarios

Highly effcient implementation

4. Highly efficient and leading provider of Salesforce implementation


The Accenture Customer Experience Solution for Utilities allows utilities to become digital retailer and realize increased agility, increased customer satisfaction and lowered operational costs. The dynamic relationship between Accenture and Salesforce enables utilities to benefit from continuous advancements and shape the future of the utility digital retailer.

Tony Masella

Managing director,
Accenture Energy Consumer Services