Enel Group
Energy
Revamp pre-sales, sales, and post-sales processes for energy efficiency products, digitize the customer experience, reduce manual data processing exceptions, and enhance conversion rates.
Project Details
The Enel Group is a global energy company operating in more than 30 countries. Enel is dedicated to providing sustainable energy solutions, leveraging innovative technologies to deliver energy to people around the world.
Obstacles
Enel faced several critical challenges in its mission to transform energy efficiency services and deliver a digitized customer experience:
Process Transformation
The need to revamp the model for pre-sales, sales, and post-sales of energy efficiency products was paramount to stay competitive in the industry.
Digitization
Enel aimed to deliver a fully digitized experience to customers, partners, and sales agents, eliminating the need for paper-based processes.
Data Processing
Manual data processing exceptions were creating backlogs and affecting lead-to-outcome conversion rates, demanding a more efficient solution.
Solution Approaches
GFGG IT partnered with Enel to address these challenges.
The following solution approaches were implemented:
End-to-End Solution
The solution covered the entire process chain, from sales to site visits to post-sales processes, ensuring a seamless and efficient workflow.
Digital Customer Journey
Enel's customers could now use a single password for a completely paperless journey, enhancing the digitization of the experience.
Lead Time Reduction
The time from signature to installation was reduced by 50%, and significant reductions in input errors were achieved.
Enhanced Customer Satisfaction
The overall customer experience and satisfaction improved as a result of the streamlined processes.
The implementation of GFGG IT's solutions followed a systematic process:
Comprehensive Solution Development
A comprehensive solution was developed to address pre-sales, sales, and post-sales processes.
Digitization
The customer journey was digitized, allowing for paperless interactions and more efficient processes.
Lead Time Reduction
Implementations aimed at reducing lead times were put in place, enhancing efficiency and customer satisfaction.
Key Benefits
The implementation of GFGG IT’s solutions delivered several key benefits to Enel.
Lead Time Reduction
Severn Trent Water could respond quickly and efficiently to alarms, critical when dealing with water supply and sewerage issues.
Enhanced Conversion Rates
Significant improvements in conversion rates from lead to contract were realized, leading to increased revenue.
Digitized Experience
Enel successfully delivered a fully digitized customer experience, meeting modern customer expectations.
Improved Customer Satisfaction
Enhanced processes and efficiency led to improved customer satisfaction, strengthening Enel's brand.
Final Results
The outcomes of the project demonstrated its success and its positive impact on Enel’s operations.
Salesforce's solution enabled a 50% reduction in lead time from signature to installation, improving operational efficiency.
Enel's conversion rates from lead to contract improved significantly, resulting in increased revenue and profitability.
The fully digitized customer experience enhanced customer satisfaction and positioned Enel as a leader in energy efficiency services.
In conclusion, GFGG IT’s strategic implementation of Salesforce solutions played a pivotal role in transforming Enel’s energy efficiency services and customer experience. This case study underscores the importance of advanced technology solutions in overcoming challenges and delivering enhanced customer services in the energy industry. GFGG IT’s ability to deliver tailored solutions empowered Enel to streamline processes, reduce lead times, improve conversion rates, and digitize the customer journey, ultimately leading to improved customer satisfaction and profitability.
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