What We Faced
Challenge
A large retail power company acquired a number of businesses to expand and scale its operations in the Midwest and Northeast market.
The companies had numerous redundant systems, including multiple customer relationship management (CRM) systems and five separate Salesforce instances with three dedicated to their retail power business.
The acquisition was intended to generate synergies through integrating and consolidating front office, mid-office, and back-office systems, including developing a single CRM framework and platform.
Implemented Technologies
Salesforce Sales Cloud,
Service Cloud and Marketing Cloud
Integration with pricing automation,
EDI and Conga
What We Did
Solution
Salesforce was selected as the CRM platform due to its extensible and scalable platform.
A fully scalable data model and platform were developed, focusing first on requirements and integration of the retail companies serving the Ohio and Illinois markets.
Salesforce also served as the backbone for integrating pricing, risk management, contract management (Conga), and billing, enabling defined processes for pricing, deal capture, contract management, and invoice management.
In the next phase, Salesforce was expanded into Massachusetts and Pennsylvania. For Massachusetts, due to timing and requirements, the market utilized Salesforce in conjunction with a 3rd party solution to trigger the actual EDI transactions.
What We Delivered
Results
Moving to a single CRM platform enabled the company to standardize business processes, gain business efficiencies, and share learnings across markets.
As they expanded to additional markets, there was a proven approach which could be leveraged and tailored for regional needs.
Key Benefits Included:
- Standardized customer data model for all markets
- Streamlined processes for pricing, deal capture, contract management, and invoice management
- Integrated with pricing, risk management, contract management (Conga), and billing systems
- Modeled multiple retail brands in multiple territories in Salesforce architecture and layout to enable sales teams to better serve customers
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