Collaborating with Salesforce and Gorilla to set foundations that scale for any future

CLIENT

Leading Australian electricity generator and retailer of gas and electricity
INDUSTRY

Energy, Utilities & Resources
OUR ROLE

Helping a leading Australian electricity generator to differentiate through customer experience
POWERED BY

Salesforce and Gorilla

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A leading Australian electricity generator and retailer of gas and electricity with more than one million residential, business and industry customers found that customer needs, wants and preferences were shifting away from traditional channels. With the energy environment changing rapidly, the organisation needed to plan and prepare for disruptive services from new energy retailer market entrants. Seeking to lead the market with innovative products and to differentiate through innovative customer experience, the organisation embarked upon a business system transformation.

From business case inception to market-leading intraday pricing and omni-channel support

PwC was engaged together with Salesforce and Gorilla to design the roadmap and foundation for the organisation’s digital transformation. With an initial release focusing on a customer experience platform that delivered an improved user experience and increased pricing efficiency, the organisation is continuing to accelerate towards a digital future.

Where we started

PwC was engaged early as a trusted partner to develop the business case for the organisation’s transformation. Proposing a de-risked approach that focused on frequent small releases and early wins, the organisation was well positioned to test the capability of the solution before scaling it further.

The organisation commenced its transformation with an initial release in the first year focused on delivering a fully integrated Salesforce platform to improve customer service and increase business efficiency. As an early Australian adopter of Salesforce Energy & Utilities Cloud, it was critical to test and learn while delivering tangible results. With significant outcomes in the first release, including a Gorilla-powered pricing engine that reduced time to quote from two days to two minutes, the organisation endorsed the continuation of the transformation.

The next steps in this transformation journey

Following the success of the first release, the organisation turned its attention to expanding the Agent and Customer experiences and developing modern scalable integrations to existing systems. Some key capabilities currently in development include automated sales journeys, guided processes, social engagement with customers, and self-service through Omni Script delivered through Salesforce Experience Cloud.

The organisation is now progressing its customer centric mandate. A few milestones already achieved include the delivery of a single view of the customer, improved compliance with regulatory obligations, and marketing journeys that guide new ways of working. With more milestones on the horizon, including the retirement of the legacy CRM system, the future is bright for this energy organisation.