CRM software for energy suppliers: Advantages & features

A CRM (customer relationship management) system is a key tool for energy suppliers such as public utilities and grid operators to improve customer relationships in a targeted manner and to design internal processes efficiently.

With the ORBIS Energy & UtilitiesONE solution based on Microsoft Dynamics 365, companies in the energy industry are digitalizing and optimizing their sales, marketing and service processes. The CRM solution offers a central platform that bundles all relevant data to provide a 360° view of their customers and business partners. This AI-supported view not only helps energy companies to understand individual customer needs, but also to make data-based decisions and build long-term customer relationships.

Creating digital & smart processes thanks to AI

The CRM solution from ORBIS enables effective process optimization and supports companies in the energy industry with the efficient digitalization of their processes. All features of the intelligent platform are supported by artificial intelligence (AI). AI-based analyses and intelligent automation provide data-based decisions, predictive analyses and innovative marketing, sales and service processes. Energy suppliers such as public utilities and grid operators can thus tap into new business potential with the right software.

Improving customer relationships for greater customer retention

Imagine if you could increase the efficiency of your sales and marketing activities and take your customer relationships to a whole new level. The energy industry is characterized by constant technological developments. You are therefore faced with the challenge of using your customer data sensibly, developing customized communication and improving customer retention. This is exactly where the industry-specific CRM solution from ORBIS comes in. Personalize interactions with customers and business partners and create a customer experience that inspires! This not only leads to greater customer retention, but also to a higher level of customer satisfaction and loyalty.

Higher service quality through efficient data management

Another common problem is the lack of efficiency in managing customer data, which can lead to delays and errors in customer service. The Microsoft Dynamics 365 platform provides a central database that makes it possible to retrieve all relevant information quickly and easily. This allows utility companies to benefit from a holistic view of their customer data and interactions. This helps service employees to respond more quickly to inquiries and solve problems more efficiently. Improved data management leads to higher service quality and strengthens your customers' trust in your company.

Increasing sales efficiency through integrated processes

Companies in the energy industry are often confronted with inefficient sales processes. With ORBIS Energy & UtilitiesONE, you can achieve precise data analysis, optimize your processes and create synergies between different departments. The platform enables you to better identify and systematically pursue sales opportunities. This demonstrably leads to your sales efficiency being maximized.

This CRM software for energy suppliers has been specially developed to cover the industry-specific requirements of the energy sector. The most important features include:

Marketing: Customer retention and marketing automation

With Dynamics 365 Customer Insights, energy suppliers can plan, execute and analyze marketing campaigns automatically across various channels. The platform enables data-based target group analysis, which facilitates the personalization of content and the integration of industry-specific topics such as electromobility and photovoltaics. Marketing automation strengthens customer retention in the long term. In addition, price adjustment campaigns can be implemented effectively to react to market changes in a targeted manner and ensure customer satisfaction.

Sales: Process optimization and customer management

Dynamics 365 Sales supports energy companies in the creation and management of offers for commodity and non-commodity products, which are specifically tailored to the requirements of B2B and B2C customers. A 360-degree customer view enables the structured processing and tracking of leads as well as the targeted addressing of customers who are ready to switch. This enables a seamless customer journey for your company.

The solution also offers comprehensive support for business partners and contact management, allowing energy suppliers to centrally manage and optimize all relevant information. This makes it easier to maintain relationships with business partners and customers alike. In addition, the solution provides comprehensive support for lead and opportunity processes to effectively qualify potential customers and build long-term relationships. Energy companies can also flexibly design tariffs, and special contract offers to optimally meet different customer needs.

Service: Integration of customer service processes

The digitalization of service processes in the energy industry is crucial for the efficient processing of customer inquiries. With Dynamics 365 Service, energy suppliers can seamlessly process contract changes, meter readings and tariff changes. The platform increases transparency for customers and employees and ensures smooth integration into existing systems. This allows you to offer a high-quality self-service, make customer contact more personal and set yourself apart from the competition in the long term.

Microsoft Power Platform: individual apps for energy suppliers

The Microsoft Power Platform as part of the CRM solution offers energy companies the opportunity to develop applications that are tailored to their industry-specific requirements. Customer portals or energy management apps can be created easily and without in-depth IT knowledge thanks to the low-code approach of Microsoft Power Apps.

Microsoft Power BI: data analysis and visualization

Microsoft Power BI offers comprehensive analysis and visualization features that enable energy companies to make data-based decisions. Interactive dashboards and reports facilitate the identification of optimization potential in business and service processes. Among other things, the platform supports the analysis of consumption data and load profiles, the determination of KPIs and the implementation of forecasting. In addition, Power BI enables predictive analyses, such as calculating the probability of termination or quotation. Features such as Next Best Action and Next Best Quote/Offer provide intelligent recommended actions for more effective customer interaction.

Modern Work: digitalization of collaboration in energy companies

With Modern Workplace, energy suppliers foster a modern way of working within the company and thus meet the new demands of a digital workplace. Modern collaboration tools such as Microsoft Teams or SharePoint facilitate collaboration and make internal processes more efficient. With the Digital Workplace from Microsoft, you can achieve productive work within your teams and across departments.

The ORBIS Energy & UtilitiesONE CRM solution is based on our many years of experience in the energy industry and our close cooperation with Microsoft. We support energy companies in meeting the specific requirements of their industry. You can rely on our decades of expertise and our in-depth knowledge of the energy sector!

Our portfolio of consulting services and solutions is based on Microsoft Dynamics technology: the world’s leading platform for customer engagement and process management. All features are AI-supported and support the digital transformation of the energy industry as well as process optimization in energy companies. In addition, the integration of ERP and billing systems into Microsoft CRM enables a seamless connection between industry-specific processes.

Shape your digital future with us! Contact us for a non-binding 1:1 discussion with our digitalization experts for the energy industry.