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Enhancing Customer Engagement at SI Nyon
SI Nyon's Transformation Through the Energy Core Model.
To enhance customer satisfaction, SI Nyon chose to begin by optimizing the efficiency of its internal services, centralizing customer information, and establishing best practices.
Discover how SI Nyon initiated the modernization of its information system by adopting a customer-centric approach. By integrating advanced customer relationship management (CRM) solutions with ELCA’s Energy Core Model, SI Nyon enables seamless access to customer data and leverages innovative tools to enrich interactions with its clients in Switzerland’s energy sector.
The Nyon Public Utilities (SI Nyon) manage the supply and distribution of energy resources, including electricity, water, and gas, while also providing efficient energy services. Committed to sustainable and responsible consumption, SI Nyon offers a range of solutions, including tailored photovoltaic installations and management services, energy self-consumption services, photovoltaic energy storage, electric vehicle charging stations, and energy audits.
SI Nyon also markets thermal energy solutions ThermorésÔ Nyon SA (district heating) and Novosolis SA (large rooftop photovoltaic production). As active participants in the energy transition, SI Nyon is dedicated to developing local renewable energy production. Their services are available to individuals, professionals, businesses, associations, and municipalities, covering an area of 29 communities within Nyon district.
Optimizing Customer Interactions: SI Nyon's Commitment to Service Excellence
SI Nyon lacked comprehensive visibility into customer interactions across various touchpoints and did not have a unified view of contracts, last invoices from a single tool. Their understanding of customers was primarily technical, relying on multiple tools to access customer information.
The Customer Service and Sales teams struggled to gain a complete overview of prospects and customers, hindering their ability to communicate effectively and develop actionable plans. For example, the Customer Service team used Excel spreadsheets to track and manage customer requests.
To enhance customer satisfaction and loyalty, General Management aimed to adopt a more customer-centric approach. The first step in this journey was to improve the Customer Service, enabling the capture of customer requests and providing timely responses. This initial enhancement is intended to elevate customer care and will be complemented by further improvements, including a Customer Portal, Sales Automation, Marketing Automation, and Field Service Automation.
By leveraging the Energy Core Model integrated with Innosolv’Energy ERP system, ELCA enabled SI Nyon to achieve a comprehensive 360-degree view of customer and case management in just seven months. Sales team can create prospects directly in CRM from their mailbox, these prospects are then converted to clients thanks to Innosolv’Energy integration.
Customer service users can manage new and existing customers requests—whether individuals, businesses, or real estate entities—and easily access their contracts, invoices, and consumption data in one application. This enhancement has significantly improved customer service efficiency and satisfaction. In few months, customers will benefit of this 360 view, allowing them to access easily to their last invoices, account balance and evolution of their consumption usage from the customer portal. It will allow them to create cases and track it from their private area.
The ELCA Energy Core Model: Accelerating CRM Integration for Swiss Energy Providers
Thanks to the combined expertise of ELCA's CRM integration teams and ELCA Digital Agency, an innovative, customer-focused solution has been developed with the aim of improving service efficiency and customer satisfaction.
ELCA's Energy Core Model significantly optimises implementation costs by exploiting the advanced functionalities of Microsoft Dynamics 365 and is tailor-made for the Swiss energy sector. The solution enables energy suppliers to simplify their CRM deployment, offering rapid implementation and seamless integration with existing systems. By providing a central view of customer interactions, it improves service quality and boosts overall satisfaction.
All Swiss energy suppliers can benefit from ELCA's Energy Core Model as a CRM accelerator based on Microsoft Dynamics 365 and Azure (hosted in Swiss data centres), facilitating rapid deployment, cost reduction and seamless adoption of CRM solutions integrated into their existing ecosystems.
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Jean-David Albou
Client Partner
Meet Jean-David Albou, our Client Partner specializing in energy and the Swiss watchmaking industry. Contact Jean-David to find out how he can help you advance your business initiatives.