Verdo: Digitization of customer service, marketing and customer journeys make a difference on the bottom line of this utility company

Since the energy market was liberalized, utility companies have been through major changes. Among other things, customer service and marketing became much more important parameters. For utilities and energy companies, this meant having to work in a much more structured manner when establishing a customer pipeline. Multi-utility company Verdo has chosen to focus on creating a digitized customer journey, by setting up individualized customer service and strengthening collaboration between sales and marketing.

Below you can watch a short video in which Verdo’s Digital Marketing Manager, Tine Lind, talks about all the internal and external competitive advantages that implementation of Microsoft Dynamics 365 CRM capabilities has provided.

Challenge:

A market in dramatic change
No common or uniform pipeline across markets
Lack of understanding of which initiatives will have the greatest impact.

Solution:

Focus on digitizing the customer journey, marketing and customer service
Deploying the Microsoft Dynamics 365 CRM portfolio
Establishing KPI-managed processes across the organization.

Results:

Continuous pipeline with common overview of opportunities for new sales and cross-selling
Integrated collaboration between sales and marketing
Painless implementation of systems and processes – the project plan was in place and the system was in operation ahead of plan.

The mission is green, sustainable and affordable energy

Energy utility company Verdo produces and distributes electricity, water and heat. In addition, the company has divisions working within plumbing and electricity contracting, street- and traffic-lighting, facility management, energy consultancy, project management and solutions for CHP plants and water utilities. They also have special expertise within the sale of biofuels in Denmark. Verdo is a not-for-profit and consumer-controlled group, whose mission is to generate green energy and sustainable solutions while ensuring low prices for electricity, water and heat.

Painless implementation provided quick access to new opportunities

"For the first time, we could see all the opportunities open to us for B2B business directly in our CRM system – so we could follow up on them all every monthly.">Tine Lind, Digital Marketing Manager

Verdo wanted to realize a growth strategy of DKK 3 billion in 2018, corresponding to a growth rate of 10%. The first step was implementation of Microsoft Dynamics 365 CRM capabilities. The project started in a small committee that would handle early teething problems before the solution was rolled out to the entire organization. The committee included a number of ambassadors and super-users who helped drive the successful implementation across the rest of the organization. Last but not least, the flexibility of Microsoft Dynamic 365 CRM capabilities made it relatively easy to integrate the system with Verdo's existing Microsoft Dynamics AX solution.

Industry knowledge is crucial when choosing supplier

Verdo enjoyed a rapid, painless implementation. In fact, the process was so fast that the joint implementation team finished its work well ahead of plan. One of the reasons for this was DXC Technology’s extensive experience with utilities and Microsoft Dynamics 365 CRM solutions.

Anders Barslund
Sales Executive, Sales Service

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Verdo: Digitization of customer service, marketing and customer journeys make a difference on the bottom line of this utility company

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