360
360
DELIVER SUPERB CUSTOMER
EXPERIENCE, EFFICIENT SALES OPERATIONS AND
STATE-OF-THE-ART
MARKETING WITH A SPECIALIZED
CRM SOLUTION FOR UTILITY INDUSTRY.
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Utilities CRM designed with the vision
to serve utility market leaders
Wining in the highly competitive utilities market requires streamlined operations, fast reaction to market changes, quick deployment of innovative products and superior customer service while keeping operational costs low.
Utilities CRM Solution provides out-of-the-box CRM functionalities for supporting specific utilities sector
operations.It is targeted at utilities companies that would like to quickly establish a CRM solution without compromising on functionality. It incorporates a set of industry-specific pre-developed Microsoft Dynamics CRM modules and
predefined guided processes which can befurther optimized and selectively included in the final solution.
Track opportunities Guided sales process Manage activites
Utilities CRM enables companies in the utilities industry to:
+Successfully target new clients in different market segments and grow market share by exploiting internal and external data, advanced data segmentation tools and sophisticated campaign planning and management functionalities.
+Successfully cross-sell and up-sell to existing clients by applying next best offer technique across all communication channels.
+Quickly launch new products using established (automated) sales and marketing approaches across several communication channels.
+Achieve high customer satisfaction and retention by automating customer care operations, getting to know your customer needs and introducing loyalty programs.
+Measure operational performance and react on time based on reports created from CRM and other underlying system data.
+Efficiently collect debt by automating the collection process using the collection management engine.
+Streamline operations in marketing, sales and customer care by introducing business process automation. and customized call center agent applications.
B2C B2B
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by
360
CUSTOMER MANAGEMENT
Utilities CRM puts customer at the center of your business by providing all relevant information in one place, proposing next best steps and ensuring no important event is forgotten.
CALL CENTER
Automatic customer identification Advanced search capabilities Quickly create forms
Straightforward inbound call center integration
E-MAIL MANAGEMENT SELF-CARE
Receive and send emails directly from CRM
Automatic case creation for new emails Email response tracking
Personalized email templates
Portal user access management Access to customer related data Customer request management Knowledge base
CUSTOMER SUPPORT
A singe entry point for all customer requests
Case classification and routing rules Configurable SLA definitions and status reports
Multilevel case resolution across several communication channels
MARKETING AUTOMATION
Targeted campaigns based on detailed segmentation rules
Efficient exploitation of communication channels
Automated nurturing programs Progress, expense and impact tracking
Market and competition tracking Guided sales process from lead to a new contract
Offer and contract templates Customer validation rules
Automatic notifications for renewals and next best actions
Mass quoting for target customer segment
SALES AUTOMATION
Utilities CRM
Modules
360 Customer View provides all relevant information in one place
General customer data
Contracts synchronized with the core system
List of related connections
Activities and recent communication Notifications
Next best actions based on business events
Next best offer based on historical data, renewals, segmentation results, imported external list
All open opportunities Recent cases
Payment status, customer categorization
Automated customer identification from an inbound call shows all related contracts
Notifications for next best offers and steps based on business events
All related contacts with the ability to switch between contacts with the same phone number
Quickly create forms for frequent customer requests and meter readings submissions
Customer, contact and connection summary with a direct link to detailed information in CRM
Update contact data on the fly Search capability with the ability to quickly add phone call to an existing contact or create new contact
Quick phone call notes Summary of recent
communication, cases, meter readings and switching requests with direct links to detailed information in CRM 1 2 3 4 5 6 7 8 9
Establish superb customer experience with a
dedicated call center built on top of CRM
Accelerated pipeline activities – your customer is close to signing a contract. Automated processes in the CRM guide customer service agents to close a deal.
Your customers are happy while using the self-service portal. If they need help, they send and e-mail, call you, or send a direct request through the portal. Customer service agent creates and resolves cases and customers see their status on the portal.
3. CLOSE A DEAL 4. USE AND MAINTAIN
Customer service agent handles all data changes, which are automatically updated in the back office.
All changes and statuses are sent back to CRM.
5. MOVE OR CHANGE TERMS
A move-out case is created in CRM and automated "stay with us" steps are performed. New "move-in" process is
initiated for connections that change ownership.
6. CUSTOMER DECIDES TO LEAVE
Because you track your customer in the CRM, collect data about activities and prepaire win-back scenarios, you are able to win them back.
A re-join request is created from an inbound call, email or web portal. An agent updates customer data in the system, and sends a new contract to the customer.
7. WIN CUSTOMER BACK
Understand your customer journey for a
better customer experience
Once your customer is in your CRM, you know exactly what to do. Outbound marketing, sales and customer care activities are guided towards
generating demands. Drive increased awareness and
demand for products and services. Plan and track marketing activities
with CRM.
Customer Evidence
With operations in 20 countries and through the expansion of trading and sales activities, GEN-I is one of the leading electricity traders on the markets of South-East Europe. Gen-I‘s main activity is electricity and gas trading and sales to households and business customers.
From January 2015, Gen-I‘s operations are supported by Utilities CRM. The new solution shows positive effects:
+ Reduced time to find relevant data
+ Time and effort to process requests reduced by up to 50%
+ Shortened and streamlined employee onboarding process
+ Improved customer satisfaction and retention.
Adacta‘s competencies in the utility industry are enhanced by several billing, BI and ERP projects for customers in the Adriatic Region. Dedicated utilities team of 50 employees, expertise and understanding of the utility industry enable us to focus on business goals and find a perfect IT solution for our customer‘s business needs.
Microsoft Dynamics CRM offers a wide range of possibilities for sales force automation,
customer care and marketing including social media integration.
The MECOMS™ CRM connector provides an automated integration between MECOMS™ and
Dynamics CRM allowing you to leverage all the capabilities of CRM on utility vertical data. Furthermore the Utilities CRM provided by ADACTA gives you a set of industry specific
pre-developed Microsoft Dynamics CRM components and predefined guided processes aligned with the MECOMSTM concepts and envisioned business processes.
The Utilities CRM Accelerator utilises the MECOMSTM CRM Connector, an integration framework between Microsoft
Dynamics CRM and MECOMSTM core system. Adacta is Ferranti‘s partner for the Adriatic Region with a dedicated
MECOMSTM team.
With a team of over 100 employees, Adacta is the largest Microsoft Dynamics partner in the Adriatic region and expanding in the CEE markets. Our highly qualified CRM team accumulated experience on several CRM projects in various industries and organizations and is recognized by Microsoft with a Silver Microsoft Certification for CRM and Gold Certification for Enterprise Resource Planning.
Utilities CRM
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Companies in the Group
Adacta Leskoškova 9d 1000 Ljubljana T: +386 1 548 38 00 [email protected] www.adacta.si Adacta Strojarska 20 1000 Zagreb T: +385 1 611 63 30 [email protected] www.adacta.hr AdactaKneza Mihaila 2-4/VII 11000 Beograd T: +381 11 303 31 07 [email protected] www.adacta.rs
Adacta Software S.R.O. Dominikánská 350/5 602 00 Brno [email protected] www.adacta-group.com Adakta LTD. 44 B. Serpukhovskaya str. 115093 Moscow [email protected] www.adacta.ru
Slovenia
Croatia
Serbia
Russian Federation
Czech Republic
25 years in the IT industry, international operations, a team of over 350 people, more than 400 completed projects, and a commitment to growth and development are ample testimony of our good work. Adacta‘s presence in 4 CEE countries and in Russia, as well as our strong partner network enable us to implement international projects in more than 25 countries. Through developing industry specific solutions for insurance, utility and pharma industry, Adacta is entering global markets.