CLOUD-DRIVEN TRANSFORMATION OF CRM AND CMS IN UTILITY

Use case

As one of the largest and leading companies in the utility sector “Beogradske Elektrane” are facing with a growing number of clients and cases on daily basis. This leads to an increased volume of work that needs to be evenly distributed among employees and met within a dead-line time while being tracked in real-time.

Despite having several hundred employees at its disposal keeping up with these modern-day tasks is no easy job even for the leading companies. Beogradske Elektrane encountered an increasing number of cases and clients that were followed by a lot of documentation and correspondence, most of which was kept in physical form. An overview of a case or client status was difficult because several employees were working on a certain case or client. The files were circulating around the office, and it was often not clear who had them and at what stage of processing each of these files was.

Key requirements were easy to define:

·       Creating a database that would serve as a single point of truth and store all relevant information related to cases, clients, and work procedures.

·       Keeping records of incoming/outgoing mail correspondence, status changes, and solutions provided related to cases and clients

·       Traceability of documentation and its status

·       Quick and easy document search and navigation

·       Ensuring compliance with State auditing institution

·       Work process simplification and automation to reduce costs and increase time efficiency

·       Possibility to create detailed reports and dashboards

·       Possibility to easily integrate with other pre-established systems

Salesforce to the rescue!

Beogradske Elektrane decided to implement a Salesforce CRM solution that was tailored specifically to meet their needs. Salesforce CRM system not only increased their efficiency and reduced their overall costs, but it also gave them the possibility to continue their activities anywhere outside the office as they had apps installed on both laptops and mobile phones. Although some documents still must be kept in physical form, all incoming documents are also digitized. The main novelty was the simplicity and practicality of using Salesforce CRM. The whole process of locating a particular file/record and the information in it now takes a few moments.

Testimony

“Using Salesforce CRM analytics was an eye-opening experience, as it gave us a whole new horizon and helped us tackle newly surfaced problems whilst not disrupting our work routine.”

Dejan Ristić, Customer care services coordinator