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CGI utilities expertise plus the agility of the Salesforce Industries platform

CGI’s unique position of delivering solutions and services for the utilities industry is paired with our extensive Salesforce implementation expertise. We provide end-to-end Salesforce implementation and services, including strategy, design, implementation, integration, change management, and managed services. With the clarity and flexibility of the Salesforce Industries platform, our Intelligent Call Center solution brings a simple user interface and streamlined integration experience for quick results.

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The benefits of a customer service organization built for the future

  • Improve customer experience, with the ability to respond quickly to customer requests such as transfer of service, change of address, billing questions and outage information
  • Increase retention rates through proactive outreach and personalized service will increase customer loyalty
  •  Increase operational efficiency and reduce call handle times and support costs

Our intelligent call center services provide:

Service from anywhere

Experience centralized customer insights and processes using the Salesforce Customer 360 cloud console for energy and utilities. Transform agents into advisors by equipping them with the power of customer analytics and predictive insights. Support your customers with personalized self-service experiences that include intuitive and guided journeys.

Fast and easy access to information

We support initial data migration to populate your Customer 360 cloud console utilizing an industry-specific data model. Integration leverages pre-built integration connectors for common industry systems, such as Oracle and SAP.

Library of guided business processes

We configure key processes from the energy and utilities process library for both B2B and B2C. Processes cover billing, enrollment, start/stop service, outage management, account updates and more. Guided processes can be implemented in the Salesforce Customer 360 cloud console or a self-service customer community.

Our Salesforce experience by the number

370+
completed Salesforce projects
675+
Salesforce-certified members
4.8+
Salesforce customer satisfaction rating on a scale of 1-5

Learn more about our Intelligent Call Center for utilities

Ready to learn more? Connect with our team to learn how we are helping utilities and energy organizations serve their customers better than ever.