Industry data model & premises
Accounts, premises, and service points modeled for how utilities actually serve customers, integrated with CIS where CIS remains system of record for billing.
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Salesforce Energy & Utilities Cloud
Regulators want evidence. Your CRM has anecdotes.
Utilities run customer service, assistance programs, outage communication, and field work under a microscope. Energy & Utilities Cloud is meant to give you industry data models without reinventing case management. We implement it so enrollment, service, and field operations share documentation ready for regulated environments, not a pile of after-the-fact screenshots.
Fixed fee. A contractual floor of finished work every month, with a refund behind it. First production release in week one.
Sound familiar?
The program launched. Enrollment is a PDF inbox.
CIS and Salesforce disagree on the customer.
Agents swivel between systems and still quote the wrong rate or premise.
Assistance programs are manual.
Eligibility, enrollment, and recertification live in spreadsheets and shared mailboxes.
Outage comms are a scramble.
Customers hear from social media before they hear from you.
Field and contact center don't share work.
Truck rolls and cases collide; ETAs are guesses.
Audit prep is a project every time.
Nobody can show who changed what, when, with what approval.
The build
Utility customer operations with an audit trail built in.
Service Cloud for utilities
Case types, omni-channel, and knowledge tuned for high-volume utility contact centers. Service Cloud →
Program enrollment
Assistance, rebate, and demand-response enrollment flows with eligibility checks and recertification cadences.
Field Service for utilities
Work orders, scheduling, and mobile for field operations connected to the same customer promise. Field Service →
Self-service & portals
Experience Cloud for program applications, outage info, and account self-service. Experience Cloud →
Outage & proactive communication
Messaging patterns tied to event data so customers aren't hunting status on Twitter.
Data Cloud & identity
Household and premise identity across digital and assisted channels. Data Cloud →
Compliance documentation
DAISA-generated documentation and audit trails on configuration changes, designed for regulated review.
Agentforce where appropriate
Governed agents for high-volume utility questions with grounding and human escalation. Agentforce →
Ops analytics
Enrollment throughput, case drivers, field SLA, and program performance dashboards.
Month one
While the PMO updates the governance deck, enrollment starts leaving the inbox.
- Week 1
Embedded & mapped.
DAISA maps CIS gaps, program processes, and case debt. Priorities set with customer ops. First service fixes ship.
- Week 2
A program path live.
Priority enrollment or case type improved end to end. Agent visibility into premise data improves.
- Week 3
Field or portal loop.
Self-service or field visibility improvements land. Documentation automatic.
- Week 4
Executive review.
Written report of everything shipped and a 90-day utilities roadmap. Entergy-grade documentation posture, not a slide.
The guarantee
The only Energy & Utilities Cloud engagement with a refund behind it.
You tell us the results you need: enrollment cycle time, first-contact resolution, field ETA inquiry volume, audit evidence completeness. We value each one together and write a monthly floor of finished results into the contract.
A floor, not an estimate.
In the contract before we start.
Cash if we miss.
Same percentage of fees back that we missed by. Cash, not credits.
No change orders. Ever.
New priority moves to the front. Nothing becomes an invoice.
FAQ
Straight answers.
Before the briefing.
Does Salesforce replace our CIS?
Usually no. CIS remains billing system of record; Salesforce becomes the engagement, program, and service layer. We'll be explicit about the boundary before build.
Can you work in a regulated utility IT environment?
Yes. Change windows, security reviews, and documentation are part of how we deliver, not an afterthought. Entergy is in our proof lines for a reason.
What about MuleSoft / enterprise integration standards?
We follow your integration standards and produce the artifacts your architecture review expects.
Do you implement Energy & Utilities Cloud industry features specifically?
Yes when licensed and useful. We won't force industry cloud complexity where Service Cloud plus a clean premise model is enough.
What does it cost?
Launch Implementations are fixed-price scoped projects. Managed PODs run from $5k/month fractional coverage to enterprise scale. See the calculator →
Your next audit shouldn't start with a screenshot hunt.
Bring us a program enrollment path and a recent audit ask. We'll show you what an Energy & Utilities Cloud POD ships in month one and put a delivery floor on paper.