Together with Merkle, the Swiss energy supplier is expanding its view on customers.
Eniwa is a locally anchored energy service company with headquarters in Buchs AG, which supplies the surrounding area of Aarau (30 municipalities) with electricity, natural gas/biogas, heating/cooling, hydrogen and water.
In order to strengthen the company in the non-commodity sector and to make the shift from a pure supplier to a market-oriented service provider, Eniwa offers further services in the field of telecommunications, energy services, photovoltaics and electrical installations as well as the development of sustainable solutions in the areas of supply, building technology (smart home) and e-mobility. Eniwa has 300 employees & 40 apprentices.
Eniwa has a broad product range - and faces the challenge of satisfying different target groups. In addition, there are two major changes in the Swiss market: On the one hand, the need for digital customer channels is steadily increasing. On the other hand, the possible complete electricity liberalization of this market in the future requires innovative, efficient processes for a market lead.
Together with Eniwa, we created a central CRM in just four months that maps a 360-degree perspective on customers. The implementation of Salesforce Pardot also makes it possible to automate marketing processes and bring all data together. This provides the foundation for the next steps in the digitalization of the company.
Cross-departmental and cross-channel processes can now be easily mapped and executed in a clear manner. Thanks to the new functionalities, Eniwa can, for example, create a ticket for each service request and collect and display them in an easily understandable way for each customer. As a result, service efficiency and user satisfaction have increased enormously.