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POWER THE RETAIL ENERGY
CUSTOMER
EXPERIENCE
TECHNOLOGY AND MARKET
CHANGES CONTINUE TO FUEL
THE NEW ENERGY REALITY
Copyright © 2017 Accenture. All rights reserved. 2
PERSONALIZATION
NEW PRODUCTS &
SERVICES (DER)
GLOBAL SWITCHING
ECONOMY
PEER TO PEER ENERGY
MARKETPLACES
Copyright © 2017 Accenture. All rights reserved. 3
SALESFORCE ENABLES A
360° VIEW OF THE
CUSTOMER WHEN
SUPPORTED BY PEOPLE,
PROCESS & TECHNOLOGY
TRANSFORMATION
ACCENTURE OFFERS YOU THE ONLY FULLFORCE-
CERTIFIED* SOLUTION…
Copyright © 2017 Accenture. All rights reserved. 4
The Accenture Customer Experience Solution combines the strengths of the Salesforce Service, Sales, Marketing, Field Service Lightning and Community clouds with Accenture’s deep industry knowledge and experience.
• Extended Utilities & Energy Retailer specific data model
• Highly configurable 360° customer view (Lightning UI)
• 10+ Utilities & Energy Retailer specific CRM-CIS
processes
• 12+ interfaces with SAP, Oracle, Microsoft
• Seamless omni-channel integration
• Integrated Quote-to-Cash solution (Bit2Win CPQ)
• Utilities and Energy Retailer specific reports and
dashboards
• Field Service Lightning scheduling & dispatching
capabilities
• Customer, landlord and contractor portals
* Fullforce certification recognizes the acumen of Salesforce Alliance partners like
Accenture to develop integrated vertical solutions supporting a particular industry
with demonstrated customer success
INDUSTRY
DIFFERENTIATORS
…FOR UTILITIES AND ENERGY RETAILERS IN THE
SALESFORCE MARKETPLACE
Copyright © 2017 Accenture. All rights reserved. 5
The Accenture Customer Experience Solution enables a Customer 360˚ view and digital, integrated agent experience across CRM and CIS applications for Customer & Field Operations.
SOLUTION
Preconfigured solution integrated
with SAP, Oracle and MS CIS
applications
Fully digital, omni-channel
processes with mobile and
customer self-service scenarios
Innovative business processes
based on 30+ years of Utilities and
Energy Retailer industry
experience
Globally developed, locally delivered
solution leveraged at Utilities and
Retailers North America, Europe and
Asia Pacific
INTEGRATED DIGITAL
INNOVATE ACCELERATE
OUR SOLUTION SUPPORTS THE FOLLOWING
INTERACTIONS OF A DIGITAL CUSTOMER
JOURNEY, INCLUDING INTEGRATION WITH
UTILITIES CIS SYSTEMS
Copyright © 2017 Accenture. All rights reserved. 6
Help Sharing Paying View Account Welcome Exploring
Understanding Moving Informing Personalizing Reward & Retain Leave & Re-Join
THE ACCENTURE CUSTOMER EXPERIENCE SOLUTION
ENABLES A 360° VIEW OF THE ENERGY CUSTOMER AND
FIELD ASSETS
Copyright © 2017 Accenture. All rights reserved. 7
360° VIEW OF ENERGY
CUSTOMER AND FIELD ASSETS
SALESFORCE CIS
Account / Contact Details
Cases
Opportunities
Activities / Events
Social
Marketing Campaigns
Lead / Prospect Details
Field Appointments
Asset Management
Contract Accounts
Contract Billable Services
Invoices
Payments
Connections / Meters
Meter Reads
Payment Arrangements
Accenture Customer
Experience Solution
FOLLOW US
@Accenture_Util
Accenture Utilities
Accenture Utilities
Utilities Blog
VISIT
For more information on the
Accenture utilities, visit
http://www.accenture.com/utilities
ABOUT ACCENTURE
Accenture is a leading global professional services company, providing a broad
range of services and solutions in strategy, consulting, digital, technology and
operations. Combining unmatched experience and specialized skills across more
than 40 industries and all business functions – underpinned by the world’s largest
delivery network – Accenture works at the intersection of business and technology
to help clients improve their performance and create sustainable value for their
stakeholders. With more than 425,000 people serving clients in more than 120
countries, Accenture drives innovation to improve the way the world works and
lives. Visit us at www.accenture.com.
Copyright 2017 @ Accenture. All rights reserved.
Proprietary and Confidential of Accenture. Accenture,
its Logo and High Performance Delivered are
trademarks of Accenture.
