Efficient Sales through Multi-Cloud

Efficient, customer-oriented processes thanks to Salesforce Energy & Utility Cloud: Telekom MMS is paving the way for SachsenEnergie'sdigital transformation of sales and customer service. The digital service provider's Salesforce experts are working with SachsenEnergie to design and implement a customized cloud-based platform. This platform maps all important data and processes for sales and customer service in both the B2B and B2C sectors.

• Digital platform for optimized, efficient sales and service processes
• Simple and rapid scaling of new sales channels and business models
• More service for customers and partners through self-service portals

The extensive Telekom MMS team, together with the interdisciplinary team from SachsenEnergie and other partners, was tasked with digitally transforming energy management sales and customer service processes and developing a multi-cloud strategy – with various integration models, different IT environments, and the necessary regulatory process and authorization concepts.

The existing Salesforce environment, which was already being used for the B2C sales process, was incorporated into the new architecture. Central sales and service processes and data flows were designed. Industry-specific and regulatory process requirements, the mapping of new business models, and the integration of existing IT processes had to be taken into account.

At the same time, it was necessary to coordinate the connection to 17 relevant peripheral systems and plan interfaces as efficiently as possible and in line with industry standards. The procedural and technological complexities of the project were compounded by a tight schedule and a fixed go-live date.

The project team tackled this challenging and complex task together. Telekom MMS provided comprehensive support with experienced requirements managers, an implementation team, migration, testing, and change experts, and enterprise architects who ensured a tailor-made system architecture.

In a first step, the existing B2C sales processes were examined in detail as part of a structured requirements analysis and compared with B2B sales and service requirements – with the involvement of process and technology experts. On this basis, the harmonized sales and service requirements were then implemented using Salesforce Energy & Utilities Cloud industry templates and individual enhancements. A multi-org strategy is used to ensure complete client separation as required by regulations.

In addition to industry-oriented sales processes for commodity products and new business areas such as e-mobility, SachsenEnergie's customers and employees will in future have a central platformfor all relevant sales, customer management, and service processes, as well as a self-service portal that connects customers and companies 24/7.

Furthermore, using the multi-cloud approach of the Salesforce Energy & Utilities Cloud, the project team not only designed a customized sales system, but also supports SachsenEnergie in architecture, data migration, and test management processes.

The new cloud-based sales and service platform is a central component of the new IT landscape and ensures a complete data flow without media discontinuity. During the migration of all relevant data, a complete and correct transfer from the (old) systems is ensured.

The project management team at SachsenEnergie is also planning the rollout together with Telekom MMS, which is planned for both the parent company SachsenEnergie and its subsidiaries, the network company, and the associated municipal utilities.

With the new Salesforce Energy & Utilities Cloud, SachsenEnergie gains a secure digital platform across all customer groups that further optimizes the sales and service process: It enables simple, rapid scaling of new sales channels and products, as well as a complete, unified view of each individual customer. The innovative solution will also cover data management and service requirements.

Employees will be given an intelligent, intuitive tool that allows them to quickly get up to date based on real-time data. B2B and B2C customers, for their part, will benefit from automated and unified digital self-services and an integrated multi-channel experience – which speeds up the sales and service process and also reduces the workload for sales staff.

The goal of the new solution is to enable processes to be mapped without process and technology discontinuities. The planned integration into the complex IT landscape also enables efficient coordination of requirements with all stakeholders in diverse structures. In addition, the new CRM system can fully map all regulatory requirements. This opens up the possibility of tapping into new business models and fields.

With Salesforce Multi-Cloud, SachsenEnergie will be well equipped to consolidate and further expand its market position as Germany's fourth-largest municipal energy service provider—in a competitive, regulated market and a dynamic, constantly changing energy landscape.

SachsenEnergie AG emerged in 2021 as the largest municipal utility in eastern Germany from the merger of DREWAG-Stadtwerke Dresden GmbH and the regional utility ENSO Energie Sachsen Ost AG. The group of companies reliably supplies around 600,000 customers with energy, water, telecommunications, energy-related services, and modern infrastructure. SachsenEnergie is a partner to the region and the city of Dresden.

More than 160 municipalities rely on tailor-made supply concepts and services relating to municipal energy management, renewable energies, electromobility, and telecommunications. With around 4,000 employees and a turnover of 5.5 billion euros, SachsenEnergie is the strong energy center in the heart of Saxony.