Direct Energy - CloudMasonry

Client: Direct Energy

TECHNOLOGY

Salesforce Energy and Utility Cloud (Vlocity)

ABOUT CLIENT
Direct Energy is one of North America’s largest energy and energy-related services providers with nearly 5 million residential and commercial customer relationships. Direct Energy provides customers with choice and support in managing their energy costs through a portfolio of products and services.

NEED
Direct Energy needed a solution that could efficiently manage outbound selling opportunities and improve client interactions across diverse geographies, products, and teams. The goal was clear: to improve lead generation, sales call conversion rates, product selection, and overall operational efficiency across its sales organization.

APPROACH
CloudMasonry integrated Vlocity into Direct Energy’s existing Salesforce data model so Vlocity-generated orders flowed through Salesforce without disrupting existing processes. In configuring Vlocity and Salesforce, we gave sales reps an intuitive system for product selection and order creation, making their tasks simpler and more efficient. We also built inbound and outbound sales call scripts that adapt to different geographies, products, and teams.

With the continued development of Salesforce and Vlocity, we developed OmniScript and CPQ functionality, optimizing the product load processes for reliable data flow across systems.

For online lead discovery, we implemented a solution to capture the details of potential customers who did not complete online orders. These warm leads were directed to the appropriate selling teams. Abandoned web enrollments were routed into Salesforce and leads were routed to the correct selling teams automatically. Vlocity selling was enabled, and we provided a file extract for the sales team to improve productivity.

OUTCOME

Direct Energy’s sales teams now work from a streamlined order and product-selection process across their many geographies, products, and teams, with Vlocity built into the Salesforce data model and guided sales call scripts standardizing how reps sell. Abandoned web enrollments and leads are captured automatically and routed to the right sales teams rather than lost, giving the organization stronger lead generation, higher sales call conversion, and a cleaner day-to-day experience for reps across the business.

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