WE ENERGY | EPSILON NET

Case Study

Company: WE ENERGY

Category: Energy

Applications: Dynamics 365 for Energy

Company

WE ENERGY, a member of the Eunice Energy Group (ΕΕG), is an electrical energy supply and trade company.
It is the only company in Greece providing electrical energy exclusively produced from renewable energy sources, without aggravating the environment.
Representing the EUNICE ENERGY GROUP, WE ENERGY shapes the new energy reality, developing activity in every energy sector.

Need

WE ENERGY sought for a modern Customer Relationships Management (CRM) system, wishing to ensure the following:
• Development of a modern infrastructure supporting all customer integration actions in the Electrical Energy network (sales cycle management, intranet, internal accounting)
• Integrated sales management
• Provision of top quality customer service
• Optimization of complaint management
• Monitoring and automation of the entire sales cycle and supply management
• Interface with third party systems (EDA, DEDDIE, Thalis & Billing system)
Utilization of cutting edge technologies

Solution

In order to cover the above requirements, WE ENERGY chose Data Communication, a Microsoft Gold Partner, based on the company’s advanced know-how in the Energy sector, both via the deployment of verticalized CRM projects and with all best practices applied in Zenith, EDA Thessaloniki-Thessaly and HERON Group.
The Energy Dynamics Accelerator solution was selected, the verticalized, integrated solution developed by Data Communication for the sectors of Electrical Energy and Natural Gas, based on the Dynamics 365 for Sales & Dynamics 365 for Customer Service solutions. The solution offers unlimited flexibility and adaptability, being fully configurable and open to future expansions.

The following were completed as part of the project:
• Automation of sales cycles in the B2B low and medium voltage customers commercial departments
• Full monitoring of basic data of contacts, customers, service requests management & complete monitoring of activities and communications
• Deployment of a mechanism for automatic creation of tasks and supporting documents for the completion of the application process
• Deployment of offer approval mechanism
• Interface with the customer billing system for bilateral data transfer
• Automation and complete display of collection department processes
• Customized service process via a communication center with integrated customer sheet (360°)
• Data migration
• Utilization of Business Intelligence (ΒΙ) features
The solution was deployed at the company’s head offices.

Benefits

By utilizing the Energy Dynamics Accelerator integrated solution, WE ENERGY is now able to benefit from the following:
• Full automation of the entire sales cycle, starting from the application, regardless of the method of submission and up to the signing of the contract
• Complete display of the customer’s total activity and interactions with them
• Customized service processes & upgraded customer services
• Further acceleration of company processes
• Reduced operating cost
• Prompt response & quick adjustment to the rapidly changing conditions of the energy market
• Data analysis with information retrieval from various channels and generation of automatic reports contributing to making strategic decisions