HCLTech supported a leading German energy & utility company operating across 30+ countries with over 50+ million customers in their cloud transformation journey with Salesforce.
The Challenge
They were facing various challenges that included
- Client Onboarding: Lack of automated system operations, real-time visibility and requisite integrations with internal systems and lack of automated onboarding of customer and contract management
- Client Support: Longer release cycle due to dependency on manual deployment and lack of 360-degree customer information for the customer service team and therefore a longer wait time for issues’ resolution
The Objective
To meet the business objective the client wanted to transform their Cloud journey with Salesforce as a single CRM platform.
The Solution
- Services Cloud: We implemented a Service Console with a 360-degree customer view and integrated Customer-Telephony (CTI) for case creation via email, chat, and phone. Salesforce case management handles all interactions with optimized layouts and next-best 'billing' actions. Omnichannel skill-based routing assigns cases to available agents.
- Salesforce Shield: Implementation of Salesforce shield for encryption of customer-sensitive information with GDPR compliance
- Marketing Cloud: Implementation of automatically triggered e-mails for customer onboarding, contract creation, payment notification, adjusting time for email types and sending complete e-mail logs to Splunk for monitoring
- Salesforce Einstein Chatbot: Configuration of Salesforce Einstein Chatbot for automated response to customers and case creation
- CI/CD: Implementation of Continuous Integration / Continuous Deployment for smooth development and deployment using Gitlab and ANT
- Sales Cloud: Sales Cloud automates new customer onboarding and generates billing information. Account-related activities like billing and usage are maintained and accessible through an online portal. Sales Cloud is linked with a payback system to reward loyal customers and integrated with CPQ for managing the product catalog and pricing. This ensures streamlined processes and enhanced customer experience.
The Impact
HCLTech’s solution helped in implementing a scalable architecture which led to:
- 70% time saving at a platform level
- Platform downtime reduced from 3 days to 6 hours during releases
- Reduce time-to-market from 6 months to 4 weeks
- It also improved sales performance through continuous monitoring and enhanced collaboration among the sales team
