Success Story Acea Energia
Digital Onboarding with Salesforce
Newired as New Companion in Customer Management
650+
active users
240+
operational journeys
400+
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Acea Energia, an Acea Group subsidiary, is among Italy’s leading electricity and gas providers. The company is committed to enhancing service quality and customer experience across all touchpoints. Over the past three years, Acea Energia has embarked on a transformation program, introducing significant technological advancements to develop innovative services in the energy and ecological transition sectors.
The Challenge
Acea Energia sought an integrated, real-time guidance system within its CRM to assist operators, eliminating the need to search for information externally. The goal was to improve user experience without overhauling existing systems and to reduce training requirements on key topics.
The Solution
The project started with mapping and gathering requirements from the Customer Care team. Key issues were identified, leading to the implementation of:
- Informative Tooltips: Providing additional insights on specific CRM fields;
- Automated Tooltips: Offering warnings and reminders to guide operators;
- Operational Journeys: Delivering step-by-step instructions for complex processes.
Benefits
Direct Information Access
Reducing time spent on data request management
Efficient Workarounds
Achieving significant time and cost savings
Enhanced Staff Training
Providing offline updates through journey previews
Activities Undertaken
- Introduced the product to the Customer Care team;
- Developed a pilot process and deployed functionalities;
- Collected operator feedback;
- Organized “Knowledge Moments” to gather grassroots insights;
- Created informative tooltips to clarify procedures and fields;
- Developed four end-to-end journeys for the most intricate commercial processes.
Results
The project’s implementation has improved the efficiency of customer interactions, equipping Acea Energia with a tool that enables operators to effortlessly navigate complex processes.
This customer success story was achieved by partnering with Profesia — turning collaboration into measurable results.