Energy & Utilities

---

Our Customer, a leading US based large energy company, provides energy and related services to residential, industrial and commercial consumers at fixed, indexed or variable prices. Customer was looking to streamline their selling process and address issues with customer churn and low customer engagement.

Through a series of discovery workshops with Customer, we discovered underlying inefficiencies in customer data management. Siloed sales, marketing and service systems resulted in an inconsistent customer experience leading to increased churn and revenue impact.

Techzenry partnered with the Customer and implemented Dynamics Customer Engagement to manage their customer relationships, sales, marketing and services.

• Power platform Dataverse was implemented to manage customer data across multiple systems and platforms. This solution was integrated with the existing enterprise applications for a seamless customer experience.
• Dynamics CE Sales and Marketing applications were used to automate the sales and marketing processes, including lead generation, lead nurturing, and customer engagement.
• Dynamics CE Customer service application was used to manage customer service requests and complaints.
• Dynamics Sales Insights and Power BI was used to provide insights into customer behavior and preferences.

This solution helped Customer obtain a 360° view of their customers enabling better engagement with them and providing a consistent experience. As a result, Customer saw a 18% jump in their CSAT scores and a 40% increase in customer retention. This solution also helped Customer to identify upselling and cross-selling opportunities leading to 32% Y-o-Y revenue growth.