Major Retail Energy Supplier
Growing customers from 80K to 200K with Salesforce omnichannel transformation
Rapid growth plans were exposing the limits of legacy systems that had never been designed to scale. A major retail energy supplier's customer data lived across disconnected applications, making a coherent customer view impossible. CG Infinity delivered a unified omnichannel platform built on Energy & Utilities Cloud, Service Cloud, Sales Cloud, Experience Cloud, MuleSoft, and Salesforce Voice Connect, along with a custom enrollment website. Website conversion rose from 1.25% to 16%, the customer base grew from 80K to 200K in two months, and the engagement delivered $7M in margin contribution.
AT A GLANCE
A major retail energy supplier grew its customer base from 80K to 200K in two months by deploying a full Salesforce omnichannel platform. The transformation increased website conversion from 1.25% to 16% and delivered $7M in margin contribution.
TOOLS
Energy & Utilities Cloud | Service Cloud | Sales Cloud | Experience Cloud | MuleSoft | Salesforce Voice Connect
Service Line
Salesforce | Energy & Utilities
The Challenge
Fragmented data limiting a growth strategy
Rapid growth plans were exposing the limits of legacy systems that had not been designed to scale. Customer data lived across multiple disconnected applications, preventing service and experience teams from forming a coherent view of any individual customer. Cumbersome enrollment processes and manual handoffs were creating delays, and the company needed to de-risk a large-scale transformation without interrupting ongoing operations.
THE SOLUTION
Unified platform connecting every customer channel
CG Infinity delivered new B2C and B2B applications optimizing customer enrollment and support while reducing manual effort throughout. A robust API layer was implemented to connect enterprise data across a common business process backbone, replacing the fragmented legacy environment with a single pane of glass. The technology stack included Energy & Utilities Cloud, Service Cloud, Sales Cloud, Experience Cloud, MuleSoft, Salesforce Voice Connect, and a custom-built enrollment website.
THE RESULTS
12x conversion increase. 150% customer growth in two months.
The transformation produced immediate impact across every growth metric. Website conversion jumped from 1.25% to 16%, the customer base doubled in two months, and the engagement delivered $7M in margin contribution.
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