Pilotez la Transition Énergétique avec les Données et l'IA - Tour du Monde Atlanta 2023 | Salesforce

Table of Contents

1. Introduction
2. The Energy and Utility Sector: A Rapidly Changing Landscape
   • 2.1 The Energy Transition: A Global Phenomenon
   • 2.2 The Challenges and Pressures Faced
   • 2.3 The Need for Transformation
3. The Power of Data, AI, and CRM in Leading the Energy Transition
   • 3.1 Personalization: The Key to Success
   • 3.2 Leveraging Data and AI for Efficiency and productivity
   • 3.3 The Role of CRM in Orchestrating Energy Relationships
4. Use Cases for the Energy Relationship Platform
   • 4.1 Personalized Customer Experiences
   • 4.2 Improving Service Efficiency and Lowering Costs
   • 4.3 Managing the Distributed GRID
   • 4.4 Enhancing Regulatory Compliance and Procurement Processes
5. The Role of AI in Driving Productivity and Innovation
   • 5.1 The AI Strategy for Energy Companies
   • 5.2 Unlocking Efficiency Gains and Empowering Employees
6. Leveraging Salesforce Energy and Utilities Cloud for AI-driven Transformation
   • 6.1 The Energy Relationship Platform: A Game-changer
   • 6.2 Purpose-built Applications for the Energy and Utility Sector
   • 6.3 The Roadmap for AI in Energy and Utilities Cloud
7. Demonstration: The Power of AI in the Omni-Channel Service Experience
   • 7.1 Personalizing Customer Interactions with AI
   • 7.2 Enhancing Field Service Efficiency and Safety
8. Conclusion
9. Resources

🌍 Leading the Energy Transition with Data, AI, and CRM

The energy and utility sector is currently experiencing the most significant transformation in the past century. The global capacity delivered through clean energy sources is expected to reach 30% in 2022, with projections of a massive $1.7 trillion investment in the energy transition by 2023. As the energy landscape evolves, so do the relationships between energy utilities, service providers, and customers. It is crucial to adapt to the highly distributed grid infrastructure and engage with customers who have become partners in managing a safe and reliable grid.

🏭 The Energy and Utility Sector: A Rapidly Changing Landscape

2.1 The Energy Transition: A Global Phenomenon

The shift towards clean and renewable energy sources is no longer a distant possibility but a reality. With advancements in technology and a growing awareness of the need for sustainability, the energy transition has gained Momentum worldwide.

2.2 The Challenges and Pressures Faced

The energy and utility sector faces various challenges that demand significant changes. Economic fluctuations, fluctuating energy prices, and the increasing need for grid resilience against extreme weather events highlight the industry's foundational pressures. The key to overcoming these challenges lies in delivering safe, reliable, and affordable energy while embracing the energy transition.

2.3 The Need for Transformation

Embracing the energy transition requires a complete transformation in how the energy and utility sector operates. Legacy systems, built for a one-way grid, are not equipped to handle the complexity and Scale of a highly distributed grid infrastructure. To navigate this transformation successfully, companies need to rethink their platforms, processes, and relationships.

⚡ The Power of Data, AI, and CRM in Leading the Energy Transition

To thrive in the energy transition, energy companies must harness the power of data, artificial intelligence (AI), and customer relationship management (CRM) systems. The key to success lies in personalization and the ability to cultivate energy relationships at scale. By leveraging data and AI, companies can unlock efficiency gains, drive productivity, and deliver personalized experiences to millions of customers across a wide range of assets.

3.1 Personalization: The Key to Success

Hyper-personalization is essential for energy companies to build strong relationships with their customers. By integrating weather data, telematics, and other Relevant sources, companies can provide tailored energy solutions that meet their customers' specific needs. Whether it's helping customers on their Net Zero journey, proactively managing bill payment programs, or optimizing electric vehicle charging, personalized experiences are key to driving adoption and customer satisfaction.

3.2 Leveraging Data and AI for Efficiency and Productivity

Legacy systems often lack the flexibility and scalability required for the energy transition. By harnessing the power of AI, energy companies can automate manual processes, reduce administrative work, and accelerate service responses. For instance, contact center agents can offload transactional work to AI, allowing them to focus on becoming energy advisors. This not only increases productivity but also enables agents to provide more Meaningful assistance to customers.

3.3 The Role of CRM in Orchestrating Energy Relationships

CRM systems play a crucial role in managing and orchestrating energy relationships. By integrating data from various sources, CRM platforms enable energy companies to have a single view of each customer. This holistic approach facilitates personalized interactions, streamlines workflows, and enhances collaboration between different stakeholders. As a result, companies can deliver connected experiences to their customers and build strong partnerships throughout the energy ecosystem.

💡 Use Cases for the Energy Relationship Platform

The possibilities for the Energy Relationship Platform are extensive and can transform every aspect of an energy company's operations. From personalized customer experiences to efficient service delivery and grid management, AI-driven solutions can drive innovation and improve outcomes across the board.

4.1 Personalized Customer Experiences

By leveraging customer data, energy companies can offer personalized services and programs that cater to individual needs. Whether it's assisting customers in reducing their carbon footprint or helping them manage their energy usage and bills, personalization creates value and builds loyalty.

4.2 Improving Service Efficiency and Lowering Costs

AI technologies enable energy companies to streamline service responses, automate administrative tasks, and optimize field service operations. By applying AI-driven insights, contact center agents can resolve customer issues faster and more accurately. Field technicians can also benefit from AI-powered work briefings, ensuring they have the necessary information to deliver efficient and effective service.

4.3 Managing the Distributed Grid

As the energy transition progresses, managing the highly distributed grid becomes critical. AI can help identify and target customers who can contribute to grid stability during peak times, manage electric vehicle charging to prevent grid overload, and optimize the deployment of renewable energy assets.

4.4 Enhancing Regulatory Compliance and Procurement Processes

AI technologies can assist energy companies in navigating complex regulatory environments. By analyzing regulatory filings and documents, AI can extract relevant information, improve efficiency, and ensure compliance. Additionally, AI can optimize procurement processes, facilitating vendor management and improving collaboration with subcontractors.

🚀 The Role of AI in Driving Productivity and Innovation

AI is a game-changer for the energy industry, unlocking productivity gains, efficiency improvements, and innovation opportunities. To fully capitalize on the benefits of AI, energy companies need to develop an AI strategy that aligns with their business objectives. By embracing AI technologies, companies can empower their employees, optimize processes, and adapt to the dynamic energy landscape.

5.1 The AI Strategy for Energy Companies

Developing an AI strategy is essential for energy companies to stay ahead of the curve. By leveraging AI capabilities, companies can enhance decision-making, automate repetitive tasks, and free up employee time for more value-added activities. An effective AI strategy considers data availability, infrastructure requirements, and employee training to ensure successful implementation.

5.2 Unlocking Efficiency Gains and Empowering Employees

AI has the potential to revolutionize how energy companies operate. By automating manual processes, offering predictive insights, and enabling personalized customer interactions, AI enhances productivity and empowers employees to deliver exceptional service. As AI continues to evolve, companies must embrace a culture of learning and adaptability to maximize its benefits.

☁️ Leveraging Salesforce Energy and Utilities Cloud for AI-driven Transformation

Salesforce Energy and Utilities Cloud offers purpose-built applications and platforms designed to address the unique needs of the energy and utility sector. Built on the foundation of data, AI, and CRM, the Energy Relationship Platform enables companies to cultivate energy relationships, personalize customer interactions, and optimize operational processes.

6.1 The Energy Relationship Platform: A Game-changer

The Energy Relationship Platform delivers a unified view of customers, partners, and assets, enabling companies to personalize experiences and build strong relationships. By integrating various data sources, such as carbon data, energy data, and weather data, the platform empowers companies to make informed decisions, automate workflows, and unlock the true potential of AI throughout the organization.

6.2 Purpose-built Applications for the Energy and Utility Sector

Energy and Utilities Cloud offers pre-built applications tailored to the specific needs of the energy industry. From customer portals to contact center solutions and field service capabilities, these applications accelerate digital transformation, improve service quality, and drive operational efficiency.

6.3 The Roadmap for AI in Energy and Utilities Cloud

Salesforce is committed to advancing AI capabilities within Energy and Utilities Cloud. The roadmap includes incorporating additional data sources, such as telematics and building stock, into AI models, as well as partnering with industry specialists to leverage their expertise and enhance AI-driven workflows. As new innovations are introduced, energy companies can continue to leverage AI to drive transformation and stay competitive.

🎥 Demonstration: The Power of AI in the Omni-Channel Service Experience

In a live demonstration, Salesforce showcases the capabilities of AI in improving the omni-channel service experience for energy companies. By leveraging AI as a co-pilot, contact center agents can provide personalized support to customers, while field technicians benefit from AI-driven work briefings that enhance efficiency and safety.

7.1 Personalizing Customer Interactions with AI

Through AI-powered insights, contact center agents can better understand customer issues, provide relevant suggestions, and offer personalized solutions. By automating administrative tasks and generating call summaries, agents can focus on building customer relationships and delivering exceptional service.

7.2 Enhancing Field Service Efficiency and Safety

AI-enabled work briefings equip field technicians with all the necessary information to perform their tasks efficiently and safely. By leveraging AI-driven insights, technicians can diagnose problems, access troubleshooting steps, and capture relevant data, improving the overall field service experience.

🏁 Conclusion

The energy and utility sector is undergoing a transformative journey, driven by data, AI, and CRM technologies. To thrive in this changing landscape, companies must embrace personalization, leverage AI for efficiency gains, and cultivate energy relationships. Salesforce Energy and Utilities Cloud offers purpose-built applications and platforms to support this journey, enabling companies to lead the energy transition with confidence.

📚 Resources

• Salesforce Energy and Utilities Cloud
• Salesforce AI Strategy
• Energy Transition Trends and Insights
• Regulatory Compliance for Energy Companies