Projects
Enhancing Endesa’s customer service through digitalization with Cosmos
- Client: Endesa
- Date: 2023
- Location: Spain
- Technologies used/software vendors: Salesforce
Challenge
The Cosmos project, awarded to Ayesa in 2018, covers the entire value-added chain of the energy giant and has vastly increased the efficiency of its processes.
It is one of the most significant projects undertaken by Endesa to enhance the experience of its customers, something that is key to setting itself apart from its competitors. The scope of the project, which is part of its digital transformation strategy, includes its entire value-added chain. Underpinned by an agile and data-driven approach, it is centred around three areas – customers, assets and people – and is based on the cloud, cybersecurity and technology platforms.
Solution
A key part of the project was having a customer-centric platform that could be easily adapted to constant changes within the market as well as to regulations. To achieve this, Endesa opted for Salesforce for its B2C and B2B CRM, and for SAP IS-U for its back office. In terms of its B2C CRM, Cosmos has redefined its customer journeys. This has meant placing its customers at the centre of all its processes and adapting them to their needs.
The project began with Endesa’s sales area and involved the implementation of Sales Cloud. The goal was to maximise the value of its customer portfolio by increasing sales of its products and ensuring customer satisfaction.
Benefits
As Endesa has various channels through which it sells its products and provides customer service, an omnichannel approach was essential. The implementation of a single front-office platform means its customers can now begin a process on one channel and complete it on another, whilst everything is recorded on its CRM system. This has resulted in much more efficient processes and has led to a notable improvement in the customer experience.
Endesa has also done something similar with its B2B CRM. Through the Rosetta project, it has migrated everything that supports communication with distributors from its back to its front office in order to handle requests from customers more efficiently.
The Cosmos project has seen Endesa’s most repetitive back-office processes automated through UiPath. It has also involved the introduction of Watson Assistant and virtual assistants to improve telephone customer service, as well as technology such as biometric recognition to optimise response times.
Testament to the success of the project is the award it recently received at the 9th Digital Age Awards, organised by the magazine Computing, for its contribution to the digital transformation of customer management.