B2B and B2C customer relationships
Residential, business and public-sector customers: segments with distinct contracts, journeys and contacts, served from a single platform without complicating the teams' daily work.
Energy sector
Structuring customer relationships for energy companies
Energy suppliers and operators manage a dense customer relationship: multiple contracts, delivery sites, consumption data, billing. Salesforce can become its foundation — provided the architecture respects the existing information system.
Challenges
The sector's CRM challenges
Six topics come up in most energy CRM programs. Each one drives structural architecture decisions.
Consents and compliance
Consents for communication and for the use of consumption data: their collection, history and enforcement must be reliable across every channel.
Delivery sites and contracts
One customer, several contracts, many delivery points: the data model must reflect this reality without oversimplifying it or making it unmanageable.
Billing and consumption data
Invoices and account status live in dedicated systems. The CRM must surface them to advisors and customers without duplicating the system of record.
Self-service portals
Customers expect to handle routine requests online: view an invoice, report a change, track a request. A well-designed portal durably relieves customer service.
Legacy system integrations
Billing, technical operations, customer repositories: Salesforce fits into an information system built over years. Data flows must be robust, monitored and reversible.
How we work
How Naayo gets involved
An architect's engagement: understand what exists, design a durable foundation, integrate without weakening, and hand control back to the teams.
Scoping and audit of the existing platform
Assessment of the platform, its data flows and actual usage. Workshops with business teams to confront the implementation with real-world expectations.
Architecture and data model
Design of a model that reflects the sector's business objects — contracts, delivery sites, consents — and supports offer changes without a rebuild.
Integrations with the information system
Definition of the flows with billing and legacy systems: each system's responsibilities, systems of record, and monitoring of exchanges.
Handover and autonomy
Architecture documentation, code reviews and coaching for in-house developers, so the platform lives on without dependence on any vendor.
Case studies
Engagements in energy
Two anonymized case studies illustrate this work: taking over a CRM program, and building a customer portal on Experience Cloud.
- Energy
- Salesforce architecture
- CRM transformation
- Integrations
Energy CRM transformation
Taking over and realigning a Salesforce program initially delivered by an external integrator, for a company in the energy sector.
- Energy
- Experience Cloud
- Customer portal
- Integrations
Customer portal on Experience Cloud
Design of a customer portal exposing the key customer-relationship functions of an energy company, in self-service.
A CRM program in energy?
Taking over an implementation, redesigning the data model, building a customer portal: let's discuss your situation and the possible path forward.