SalesForce – Yarra Valley Water embarks on CX overhaul – Technique – Software program
Supply: Yarra Valley Water
Yarra Valley Water has began working with Salesforce to implement a brand new buyer engagement platform.
The utility, which gives water and sanitation providers to greater than 1.9 million individuals in Melbourne’s east, is creating a brand new digital platform utilizing Salesforce Buyer 360 to reply to clients extra shortly.
Yarra Valley Water is working with Salesforce Industries, a brand new division throughout the cloud firm centered on industry-specific CRM instruments that was fashioned after Salesforce acquired Vlocity for US$1.33 billion in February.
“We are literally at first of our journey however we have got some daring aspirations on how we will leverage Salesforce Industries,” Yarra Valley Water’s know-how technique and safety supervisor Rupesh Ratilal mentioned.
Talking throughout a webinar hosted by Enlit, Ratilal mentioned the objective was to supply self-service choices for purchasers and to have instruments to know the experiences of the completely different housing builders, residential and enterprise clients that the utility serves.
“We would like to have the ability to seize our stakeholder pursuits in addition to make it possible for we now have tailor-made experiences for anybody coping with a buyer at Yarra Valley Water,” Ratilal mentioned.
He mentioned that adopting the platform’s out-of-the-box capabilities “can completely speed up our enterprise value to our clients”, and in addition highlighted the significance of information from each clients and the community to stop water loss.
“We’ve performed plenty of work round information assortment for recognized buyer interactions and we’ve performed plenty of trials accumulating data round our community,” Ratilal mentioned.
For instance, Yarra Valley Water has labored with its area contractors to offer close to actual time data on the standing updates of the upkeep work.
To make sense of this information, the utility lately employed a knowledge scientist in asset planning to take a extra proactive method to asset administration and community efficiency administration, the place ”historically the water authorities have been very reactive”.
“In the future, we are looking at using customer data, asset data and performance information and pulling all that together to see what else we can do to optimise our operations as an organisation,” he mentioned.