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.Customer:
VerdoChallenge:
- 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
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.
Birgitte Høeg
Senior Sales Executive