Regulated Natural Gas Utility
Automating energy efficiency program by compressing a 7-minute process to under 1 second
A regulated natural gas utility's energy efficiency evaluation program was bottlenecked by manual intake across three disconnected systems and a disaggregation step that took seven minutes per case. CG Infinity automated the complete workflow from intake to field scheduling using Salesforce Energy & Utilities Cloud, Service Cloud, Field Service, and Experience Cloud, replacing email-based routing with an integrated webform and automating the Energy Intensity Router entirely. Auditor scheduling and the disaggregation process each dropped to under one second.
AT A GLANCE
A regulated natural gas utility serving 55,000 customers automated its energy efficiency program, reducing auditor scheduling and the disaggregation process from minutes to under one second each. Connecting four previously separate stakeholder groups in a single Salesforce workstream dramatically expanded program capacity.
TOOLS
Energy & Utilities Cloud | Service Cloud | Field Service | Experience Cloud
Service Line
Salesforce | Energy & Utilities
The Challenge
Manual intake process across three disconnected systems
The utility's energy evaluation process required customer requests to be routed manually through a single email inbox, with data extracted and re-entered across three different systems. There was no unified customer view, no automated connection to field service scheduling, and the disaggregation step for energy intensity routing was entirely manual. The bottleneck was limiting program capacity and creating avoidable delays for customers seeking evaluations.
THE SOLUTION
End-to-end workflow automation on Salesforce EUC
CG Infinity automated the complete evaluation workflow from intake to field scheduling, replacing the manual email process with a Salesforce-integrated webform connected to the existing customer information system. The disaggregation and Energy Intensity Router process was fully automated. Energy & Utilities Cloud unified the customer view across all four stakeholder groups, with Experience Cloud serving the customer-facing interface. The build integrated with the utility's existing CIS and DSM Pro infrastructure.
THE RESULTS
Seven-minute process compressed to under one second
Auditor scheduling dropped from several minutes to under one second, the disaggregation process fell from seven minutes to under one second, and four previously disconnected stakeholder groups were unified in a single automated workstream.
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