LEADING INTEGRATED POWER COMPANY

Modernising customer-facing digital services.

An integrated power company wanted to develop a digital services platform to integrate various sales, operations, and costing systems into a single, seamless user experience.

At a glance

A leading integrated power company serving over 3 million customers was looking to modernise their front office by developing a set of internal and customer-facing digital services. By unifying the sales processes and automating key business activities, the client’s goal was to provide a more efficient experience for their customers while significantly scaling the sales team’s capacity to sell and process deals. Credera partnered with the client to design and develop a deal workflow application that would house their unified sales opportunity management process and integrate into their current back-end systems.

The Challenge

Realising digital transformation.

As part of a digital transformation program, this integrated power company was looking to modernise their front office by developing a set of internal and customer-facing digital services. By unifying sales processes and automating key business activities, their goal was to provide a more efficient experience for their customers while significantly scaling the sales team’s capacity to sell and process deals.​

The leading integrated power company partnered with Credera to design and develop a deal workflow application that would house their unified sales opportunity management process and integrate into their current back-end systems.

The Solution

Building the digital services platform.

Credera was engaged for our user experience and process optimisation focus on digital transformation. Following an eight-week process definition and envision phase, a hybrid of development teams from Credera and the client built the core digital services platform in just four months. The application is the first of its kind at the integrated power company, reading and writing directly into core back-end systems including CRM and pricing, costing, and deal structuring systems. The services platform sits on top of an opportunity workflow front-end that allows the sales team to utilise the platform as CRM, without needing to navigate across the different front- and back-end systems.

The Results

Game-changing customer service experience.

Improved Deal Turnaround​

Integration into the internal back end and third-party systems has allowed for the automation of many business processes, reducing the time to process a deal from seven days to about four hours. Many deals are now processed automatically, requiring little to no salesperson interaction.​

Unified User Experience​

All customer opportunities can now be captured in a single application, which appropriately disseminates information to downstream systems. There's minimal impact to back-office processes, while completely overhauling the front-office experience.​​

Digital Document Management​

Instituted a DocuSign-based document management system for client interaction using DocuSign, replacing long-standing legacy e-mail and fax processes. Entirely digital contracting has enhanced the company's ability to track deals and serve customers.​

Knowledge-Based Workforce​

An intuitive, largely automated system has decreased training and onboarding costs. The sales team now has more time to spend advising customers, showcasing energy expertise, and building brand value.

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