Our client, a European electric utility company, is recognized as the world’s largest investor-owned electric utility service provider. Over time, the addition of various technologies made the design of their digital platform increasingly complex. CRM performance declined and enrollment processing for their programs was below expectations. Outdated business processes were not aligned with current market demands, creating a pressing need to modernize from a legacy to a cloud-based architecture. Partnering with HCLTech, the client aimed to upgrade their systems to achieve a seamless integration platform that would accelerate releases, automate processes and drive growth.
The Challenge
Tackling the inefficiency of legacy processes and systems
The client struggled with outdated legacy systems unable to meet the demands of an evolving industry, relying on multiple heritage ERPs. The digital platform architecture, burdened by a mix of old and new technologies, hindered a complete view of business flows and delayed decision-making. The client needed a powerful integration platform to unify these disparate systems, reduce time to market, shorten deployment timelines and improve internal efficiencies. Outmoded CRM processes further slowed customer interactions, making it clear that a modernization of their CRM capabilities and system integration was essential.
The Objective
Moving to future-ready systems
The client’s primary objective was to migrate to a comprehensive digital platform that would deliver a fully integrated CRM solution with end-to-end automation for faster releases, reduced defect rates and lower release efforts through test automation. A unified platform was needed to connect all technology systems, minimize redundant integrations and move their legacy SAP systems onto the Salesforce Digital Platform. Partnering with HCLTech, they sought a solution to streamline customer interactions and harness our expertise in digital transformation to drive impactful change across the organization.
The Solution
MuleSoft x Salesforce – a transformative combination
Collaborating with HCLTech, the client initiated a robust digital transformation program to modernize applications and reimagine business processes, creating a more customer-centric approach. Our team deployed MuleSoft’s Anypoint Platform to develop secure, reusable APIs for new customer order acquisition, facilitating seamless data collection across channels. Orders were consolidated from multiple sources, with fulfillment and post-sales tracking managed through Salesforce. MuleSoft allowed sales process inconsistencies to trigger events that were efficiently communicated via Salesforce alerts, creating proactive customer engagement.
The Impact
A foundation for efficiency and growth
Implementing these solutions automated extensive portions of the customer acquisition process, enabling comprehensive development and pipeline automation. Noteworthy results included:
- Reduced onboarding time: Achieved a 60% reduction in customer onboarding time through Salesforce migration and automation
- Accelerated delivery cycles: Shortened time-to-market from six months to six weeks, boosting competitiveness
- Enhanced reusability: Increased API/integration reusability by 20%, enabling a 20-25% reduction in OPEX costs
- Optimized order processing: Attained a 30% faster order processing rate, enabling modular releases and seamless operations
Through strategic modernization and automation, HCLTech has empowered the client to unlock efficiency, cost savings and a competitive edge in the dynamic utility industry landscape.
