Digital CX/UX for Energy Supplier

2018/2019

The energy supplier is undergoing a digital transformation project while adopting a full set of Salesforce products to improve internal processes and customer relations.

Appointed as Digital Customer Experience Lead, I’ve set the implementation of the Salesforce Marketing Cloud and initial requirements. I’ve reviewed and managed the internal communication process to generate and validate all digital content. Then I’ve reviewed the acquisition digital experience, and the self-service portal (below some samples).

Finally, I’ve consulted on how to set an internal process across all departments to ensure a smooth and consistent customer experience on all channels.

CX Improvements

After having analysed existing processes and impact of internal silos on customer relations, I’ve elaborated a proposition to improve the customer experience. Here some samples.

Self-Service Portal

Salesforce Community is the new platform of the Company new self-service portal. Compared to the actual one it was necessary to refresh the UI to create a consistent digital brand identity and to improve features and functionalities. To provide a better experience to their customers.