Powering Personalized Energy Journeys at Scale

Powering Personalized Energy Journeys at Scale

Read how ENGIE and PwC are leveraging Salesforce Data Cloud and Agentforce to redefine customer engagement.

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ENGIE Italia, a part of the global ENGIE group and leader in sustainable energy, serves over 1 million households across Italy. As an industry innovator dedicated to meeting customer expectations, ENGIE is transforming its customer engagement model using AI and real-time data.

Meeting evolving customer expectations

With customer expectations rapidly shifting, especially during critical moments like onboarding and contract renewals, ENGIE faced fragmented data and legacy systems that hindered timely responses and personalized service.

Recognizing these challenges, ENGIE set out to simplify service delivery by unifying customer data into a single Customer Data Platform (CDP) and automating interactions to enable seamless omnichannel experiences.

ENGIE collaborated with PwC and Salesforce to modernize its customer engagement model, aligning technology, strategy and implementation to create a scalable customer experience platform. At the core was Salesforce Data Cloud, a powerful solution designed to bring together customer data across ENGIE's systems.

Accelerating transformation with cloud services

With PwC's guidance, ENGIE created a flexible data model that integrates CRM, billing systems, call centers, and case management tools. Bringing five data sources into Salesforce Data Cloud gives ENGIE a real-time, complete view of every customer, making connecting interactions and delivering tailored experiences easier.

By leveraging Salesforce Marketing Cloud, personalized campaigns that used to take weeks to launch now happen in days. With unified data, ENGIE runs smarter, more relevant campaigns that always hit the right audience.

With a solid Data Cloud foundation, PwC and ENGIE introduced Agentforce, Salesforce's AI assistant. It handles routine questions and frees agents to focus on complex issues and deeper customer needs.

Leveraging AI to set a new standard for customer care

Determined to stay ahead of evolving customer needs, ENGIE leaned into AI to rethink customer engagement and operational workflows. By fully integrating AI within their ecosystem, they deliver timely, personalized responses that boost the customer experience and empower smarter data-driven decisions. This approach not only streamlines internal processes but sets a new standard for energy companies.

Achieving breakthrough engagement

ENGIE's AI agent was up and running in less than a month, with a quick turnaround, impressive accuracy, and seamless CRM integration.

With Agentforce and Data Cloud, ENGIE now delivers real-time, data-driven customer engagement, 24/7 self-service for common questions, and robust AI tools that empower contact center teams.

Customers now receive timely, relevant communications during critical moments like contract renewals and billing inquiries, ensuring a seamless and personalized experience when it matters most.

Just three months into testing, ENGIE's results stood out:

• Open rates around 66%, 10% above average
  
• Click-through rates more than triple the industry benchmark

The partnership also strengthened collaboration between IT and business teams, with PwC fostering a shared ownership model that keeps everyone aligned and accelerating progress together.

Powering a scalable future

ENGIE's next chapter focuses on expanding AI-powered customer care through Agentforce, cementing its role as a digital energy innovator. With Data Cloud as the backbone, ENGIE leverages real-time insights to make smarter decisions, equips teams with AI-driven tools, and simplifies customer self-service for billing and energy use.

The plan is to grow AI support for key moments like contract renewals, billing inquiries, and document reviews, offering customers seamless, transparent, personalized experiences and the ability to navigate complex information independently.

As ENGIE keeps innovating, its AI-driven strategy sets a new bar in the energy sector by simplifying the customer journey, boosting operational agility, and powering a sustainable future.

Resources

• PwC and Salesforce

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Maddy Nelson leads co-marketing activations within the Partner Marketing team. A key element of her role is amplifying partner success stories, highlighting how they help customers achieve meaningful results with Salesforce. Beyond marketing, Maddy is passionate about sports, wine, and country...Read More music.