Client: Direct Energy
TECHNOLOGY
- Salesforce Platform
- Heroku
ABOUT CLIENT
Direct Energy is one of North America’s largest energy and energy-related services providers. With over 5 million residential and commercial customer relationships, Direct Energy specializes in providing customers a suite of products and services in managing energy costs through various energy providers and partner relationships.
NEED
Direct Energy field representatives engage with their customers in-person through a proprietary mobile tablet application tightly integrated with Salesforce. Direct Energy identified numerous opportunities to improve the experience and increase the efficiency of their end-users through modifications to their existing mobile application.
APPROACH
CloudMasonry owned the design, testing, and delivery of modifications to the mobile application and its deep connectivity with Salesforce. Examples of these changes include:
- The capture and processing of mobile images of customer IDs or energy bills in support of their new customer ordering process.
- An agent training and testing module built within the mobile app to ensure agent knowledge and document training for compliance purposes.
- A prospect eligibility search tool integrated into the mobile app in support of a streamlined selling process.
OUTCOME
By going through this transformation, Direct Energy’s field reps were able to access customer eligibility data, efficiently capture customer information, and more effectively close deals while still in front of their customer. These changes ultimately unlocked additional analytical capabilities, satisfied their compliance requirements, and a reduced of the effort of their agents in the field.
