Leading the way with innovation in the digital utility retail (r)evolutionChanges in the utilities market such as the unbundling of services and evolving customer preferences have created a more diverse playing field with fiercer competition and lower margins. However, there are also opportunities. New developments in areas such as energy management and availability of more granular customer and energy usage data raise possibilities for new value propositions and growth. To reap this potential, utilities have to become more customer-oriented, responsive, flexible and agile.

The need for transformationThe traditional model of supplying energy is no longer sustainable, for utility retailers and integrated utilities alike. Tighter margins and an increased demand for service at lower prices require new business models to survive. Key to success is a customer-centric approach, increased speed-to-market, operational cost e�ciency and innovation.

Utilities are customer-data rich, but tend to lack holistic customer insights, due to a fragmented digital infrastructure and an increasingly complex and inflexible IT landscape. All of which constrain their ability to introduce new products and services, and develop new business models.

The Accenture Customer Experience Solution for Utilities helps utility retailers to embrace technology and deliver innovationThe Accenture Customer Experience Solution for Utilities is a flexible, modular application built on Salesforce.com. It combines Success Platform including Marketing-, Sales-, Service- and Community-cloud with Accenture’s global utilities knowledge and industry experience.

Opportunities for successThe Accenture Customer Experience Solution for Utilities helps utility retailers to:• Increase agility and speed-to-market• Increase customer satisfaction • Lower operational costs• Unlock new revenue streams

Seize the opportunity today and stay ahead of the curve.

For more information on how the Accenture Customer Experience Solution for Utilities may help your organization, contact Wytse Kaastra at wytse.kaastra@accenture.com or Peter Aker at peter.aker@accenture.com.

About AccentureAccenture is a global management consulting, technology services and outsourcing company, with more than 358,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$31.0 billion for the fiscal year ended Aug. 31, 2015. Its home page is www.accenture.com.

About Accenture Energy Consumer ServicesAccenture Energy Consumer Services delivers energy provider customer solutions for both competitive and regulated markets globally. We help our clients achieve three key business imperatives: cost e�ectiveness, revenue assurance and extension, and customer satisfaction. Guided by New Energy Consumer insights, our electricity, gas and water clients can realize higher value through industry specific strategy, digital, technology and operations capabilities and world-class expertise, assets, tools and accelerators.

About Salesforce FullforceThe Certified Salesforce Fullforce Program is a new industry-focused initiative that enables salesforce.com partners to go to market with specialized solutions that drive customer transformation across a number of key industries. A key component of the Salesforce.com Cloud Alliance Program, the Fullforce initiative recognizes partners who achieve sales and delivery objectives with validated Salesforce implementation expertise and success in product categories or select industries. Accenture is a certified Fullforce solution partner for the Utilities industry.

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The Fullforce-certified Accenture Customer Experience Solution for Utilities features four advantages:

1. Ready-made utilities solution with back-end integration. Our solution contains preconfigured end-to-end scenarios specifically created for utility retailers with standard back-end integrations with the leading utilities billing applications.

2. Fully digital, omni-channel approach with customer self-service scenarios. Our solution helps to increase customer insight and front- and back-o�ce involvement, resulting in reduced service calls. The solution suits both commodity and non-commodity products, enabling new value propositions and growth.

3. Innovative business processes. Accenture helps utility retailers to operate, maintain and enhance their business processes for the highest flexibility at a low and predictable cost. The solution o�ers the ability to create new campaigns, products and services independently of IT, enabling shorter time to market.

4. Highly e�cient implementation. Accenture is a leader in Salesforce worldwide with full end-to-end cloud consulting capabilities with Accenture Cloud First. With the world’s largest Salesforce group and three times more certified professionals than any other company, Accenture has applied market-leading Salesforce capabilities and deep Utilities experience to develop a Fullforce solution to help drive real innovation and value, and maximize the benefits of Salesforce technology.