Heron

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.)

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