Heron

A Group of companies engaging in the production, supply and trading of electricity

The company

HERON is a Group of companies engaging in the production, supply and trading of electricity.

 

Having started its operations in 2000, it is now supported by three large energy Groups. HERON was established by the GEK TERNA Group, which is a leader in energy production from conventional and renewable (RES) sources in Greece and abroad, ENGIE (ex GDF Suez), i.e. the largest independent electricity producer and supplier in the world, entered its list of shareholders in 2009. Moreover, QATAR PETROLEUM (through QPI GAS & POWER OPC.), i.e. yet another global leader in the energy sector, successfully acquired a holding in the share capital of the HERON II power plant in March 2014. It was the first private Group to operate in the Greek liberalized electricity market. It constructed and has successfully operated the first private power plant in Greece since 2004. It then set up a second combined cycle plant in 2009, at the same location.

 

HERON participates substantially in the National Energy Planning and Programming, its plants using state-of-the-art technology and operating in line with market needs. Thanks to its strong shareholding and production basis, the Group is able to ensure significant and long-term benefits to its customers and partners.

Business Challenge

HERON, given the challenges the energy sector faces over the last few years and the rapidly growing demand for energy market liberalization, has sought a modern, international, specialized Customer Relationship Management solution that can effectively address the following challenges:

 

  • Continuous renewal of products and services in order to meet the growing customer expectations, service and pricing policy, but without burdening the budget
  • Flexibility and immediate fluidity adjustment and constantly changing legislative and regulatory framework
  • Adoption of "ecological" technological innovations that correspond to the profile of energy companies with a high environmental footprint
  • Customer-oriented design and philosophy, focusing on customer processes rather than the counter
  • Integration of cutting-edge technologies (internet, mobility, etc.)

The solution

To meet the above requirements, HERON chose Data Communication (DC) on the basis of its extensive experience in this market.

 

Energy Dynamics Accelerator, an Integrated Sales, Service & Marketing Management solution dedicated to the Power and Natural Gas industries, has been selected. This solution, developed by DC on the Microsoft Dynamics 365 and Microsoft Dynamics NAV platforms, was distinguished at the IMPACT Bite Awards (2016) for the specialized functionality it provides, while exploiting the structural features of the platform's productivity and innovation as well as best international practices.

Within the framework of the project, the following were implemented:

 

  • Automation of the whole sales cycle, both of the business segments addressed to B2C low voltage customers, and of B2B and high voltage B2B customers.
  • Complete monitoring of key contact, customer contact information, service request management & full monitoring of activities and communications
  • Implementation of an automated workflow mechanism and supporting documents required to complete the application process
  • Implementing a tender approval mechanism for corporate customers
  • Implementation of a My Heron Online Customer Service Portal to relieve customer service deprivation and more immediate service
  • Organization of sales processes of a network of external partners (energy consultants-resellers) & their procurement management
  • Integration with systems:
  • Billing system for bidirectional data transfer between the two systems
  • Call center for Dial in-out reasons and automatic identification of incoming calls and client tab in CRM
  • Document Management Solution (Sharepoint)
  • My Account 
  • SMS and e-mail solution for automated messaging purposes
  • Exploitation of customer information and creation of targeted marketing lists for the planning of promotional activities
  • Automation of revenue collection procedures and full capture of relevant actions
  • Providing a personalized process for serving corporate clients and consumers through a communication and customer service center with a customer integrated tab available (360th)
  • Data transfer for the initial input of the key elements
  • Availability of information over all channels and on any device
  • Exploitation of Business Intelligence (BI) capabilities to exploit system data
     

Benefits

  • Αύξηση βαθμού ικανοποίησης & πιστότητας πελατών λόγω της ταχύτερης επίλυσης αιτημάτων, της προσωποποιημένης εξυπηρέτησης αλλά και των δυνατοτήτων αυτοεξυπηρέτησης αιτημάτων τους, μέσω του Web Portal My Heron
  • Αύξηση των δεικτών παραγωγικότητας & αποτελεσματικότητας συνολικά όλων των τμημάτων του ομίλου και του δικτύου εξωτερικών συνεργατών
  • Ανάπτυξη πελατολογίου ως αποτέλεσμα διενέργειας επιτυχημένων και στοχευμένων εκστρατειών μάρκετινγκ
  • Έγκαιρη είσπραξη οφειλών πελατών & μείωση επιχειρηματικού ρίσκου και των αιτημάτων διακοπής εκπροσώπησης
  • Αύξηση ευκαιριών πωλήσεων
  • Υψηλός βαθμός υιοθέτησης της λύσης από τους χρήστες του συστήματος, λόγω του φιλικού και οικείου περιβάλλοντος εργασίας και της εγγενούς ολοκλήρωσης με το Microsoft Office
  • Έγκαιρη και έγκυρη πληροφόρηση της διοίκησης επί κρίσιμων επιχειρηματικών δεικτών απόδοσης (KPIs) χρήσιμων για τη λήψη διοικητικών αποφάσεων

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