Faster service activation for energy customers across Europe
Overview
A leading European electric utility provider, recognized as the world’s largest investor-owned electric utility, faced declining CRM performance and complex digital platform architecture due to a patchwork of legacy and modern technologies. Partnering with us, the client embarked on a digital transformation journey to modernize their systems, automate processes and create a seamless integration platform for better user experiences.
The Challenge
The client’s legacy ERP and CRM systems led to fragmented business processes, slow customer onboarding and delayed decision-making. Outdated architecture hindered integration, increased operational costs and made it difficult to deliver the fast, customer-centric experiences demanded by today’s energy market. A comprehensive modernization was needed to unify disparate systems, automate workflows and accelerate time-to-market for new services.
The Solution
To address these challenges, We delivered a robust modernization program built on MuleSoft and Salesforce.
- Deployed MuleSoft’s Anypoint Platform to create secure, reusable APIs for customer order acquisition and data collection across all channels
- Consolidated orders from multiple sources, with fulfillment and post-sales tracking managed through Salesforce
- Automated event-driven customer engagement, enabling proactive communication and streamlined processes
- Migrated legacy systems onto the Salesforce Digital Platform, reducing redundant integrations and technical debt
- Implemented test automation for faster, lower-defect releases and established a unified platform for all technology systems
The Impact
The transformation delivered measurable business value.
- Reduced customer onboarding time by 60% through Salesforce migration and automation
- Shortened delivery cycles from six months to six weeks, boosting competitiveness
- Increased API and integration reusability by 20%, resulting in a 20–25% reduction in OPEX costs
- Achieved a 30% faster order processing rate, enabling modular releases and seamless operations
Beyond the Numbers
By modernizing their CRM and integration platform, the client achieved greater efficiency, agility and customer satisfaction. Automation and unified data flows empowered teams to deliver faster, more personalized service while reducing operational costs. The new digital backbone positioned the utility for sustainable growth and innovation in a rapidly evolving energy landscape.
Celebrating Success
Our partnership with this European utility leader demonstrates how CRM and integration modernization can elevate operational efficiency and customer experience across the enterprise.
According to the Cloud Evolution report, 83% of companies that partner with third-party consultants report improved IT efficiency and application performance. This reflects the client’s journey of reimagining legacy systems and building a unified integration platform that empowered teams to deliver faster, reduce operational costs and innovate at scale.
