Salesforce for utilities powering a consistent customer experience

Salesforce for UtilitiesPowering a Consistent Customer Experience

David MillsRegional Vice President, Utilities & Energy

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Safe Harbor

Customer Service in Utility CompaniesThe Daily Telegraph – 18th May 2015

Innovation is the KeyUtility Week – May 2015

Innovation is in our DNA

The Future is a Customer Success Platform

Systems of Record

Customer Success Platform

Peter BinghamTransitional Capacity Arrangements Manager

Keeping the lights on with Salesforce

Tightening Capacity margins mid-decade

• Ofgem forecast tightening capacity during 2014/15 and 2015/16 increasing the risks to security of supply

• Caused by closure of ageing generation due to environmental and economic factors, with limited investment in new power stations

0%

2%

4%

6%

8%

10%

12%

2013/14 2014/15 2015/16 2016/17 2017/18 2018/19

De-r

ate

d c

ap

ac

ity m

arg

in [

%]

Year

Media Headlines

11

BBC Video Clip

Delivering a Solution

Two new tools were developed to address security of supply concerns

• Demand-Side Balancing Reserve (DSBR)

• Supplemental Balancing Reserve (SBR)

• Both were approved by Ofgem in December 2013

• Both were needed ready for winter 2014/15

• No system existed to support the procurement,

despatch and settlement of the DSBR product

What is Demand-Side Balancing Reserve

Large industrial / commercial consumers

capable of reducing their electricity demand

between 4pm and 8pm on winter weekdays

when requested by National Grid

By switching off/shifting load or running standby

generators

Voluntary scheme, upfront payments for signing

up (£10/kW) then payments of up to £15/kWh

(i.e. ~100x the electricity price) when called.

Only to be used rarely as a last resort if market

options are used up.

Called via SMS/Mobile App

Promoting growth in Demand-Side services

National Grid IS Requirement

National Grid required the rapid

deployment of a new system to

enable the DSBR service

TCS/Zensar using Salesforce

engaged [Feb 2014]

DSBR procurement system

required by May 2014 to tender in

early June

DSBR despatch system (including mobile App) required by October) for the service to go-

live from November

DSBR settlement system required by Jan ‘15 to enable payment for service delivery

Business Outcome

Pilot Scheme tender launched in June 2014

340MW of DSBR procured, supporting security of supply in winter

2014

All DSBR units despatched as a test during the winter, successfully

proving the scheme works

With nuclear plant returning, high continental imports, and a

warm/windy winter, generation was adequate and DSBR was not

used in anger

BUT DSBR provided vital insurance for the UK’s electricity supply

had any of these gone the other way

Two procurement events run for 2015/16, attracting further interest in

the product

Much greater need following further power station closures

National Grid delighted by the success of the scheme

Peter BinghamTransitional Capacity Arrangements Manager

The Future is a Customer Success Platform

Systems of Record

Customer Success Platform

David BowringHead of Technology

British Gas Home Installations

“Paper trail…” “Lets get digital…” “A magic touch…”

• 16 year old Oracle system

• Changes taking 3mths+

• Manual processes Off

ice

Sa

les

Op

s • No field device for Engineers

• Work sent out by post

• Planning changes by phone

• 1½ hours per day to up/download

• 3 months to launch a new product

• Commission managed by hand

• New laptops with 3G

• Turnaround for new products = 1 wk

• Better lead tracking & MI

• Electronic diary management

• No more job completion documents

• Email & intranet solution in place

• Easier to use web-based system

• Call scripting for lead management

• Integrated merchant delivery slots

• Google integration to reduce travel

• Shorter completion journeys

• BG Integration – products, SAP billing

• iPads issued to Sales Advisors

• Creation of a digital customer Showroom

• Better use of rich media

• iPads issued to all Engineers

• Creation of Depot

• Photo management

British Gas Home Installations’ technology transformed over 5 years,

underpinned by a Salesforce platform…





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.co.uk

> >>>

Homecare CRM

Telephone &

Online leads

Lead management

Customer visits

Propositions

Pricing

Collateral

Quotations

Job management

Mobile comms

Customer RelationsCustomer Billing

Supplier orders

>We have the agility to deliver a great customer experience in a premium home retail market

Our field teams are well equipped.... Demo...

David BowringHead of Technology

British Gas Home Installations

Thank you, London!

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