Customer Lifecycle CRM for a Renewable Energy Provider
CYVERRA VERIDION GROUP designed and deployed a unified utility CRM platform to consolidate retail billing, smart meter telemetry, and customer onboarding for an energy provider. The modernised architecture streamlined service operations and automated tariff switching across residential and commercial accounts.
Regional renewable energy and smart utility provider
- -42%
- Average handle time
- +34%
- First-contact resolution
- 88%
- Automated tariff switches
- -60%
- Account onboarding cycle
The Challenge
The provider managed over 600,000 residential and commercial utility accounts across multiple disconnected legacy platforms. Disjointed operational systems forced customer service representatives to navigate up to five distinct applications to resolve single-meter inquiries, leading to inflated average handle times and high call escalation rates. Smart meter data feeds and automated meter reading (AMR) exceptions operated in silos separate from the customer billing and communication records. This architecture prevented support teams from accessing real-time consumption telemetry during inbound calls, resulting in prolonged dispute resolution cycles and inconsistent tariff assignment workflows. Additionally, manual intervention was required for commercial contract renewals and grid switching notices. The absence of an integrated, auditable workflow engine created compliance overhead and elevated operational friction across back-office customer support teams.
Our Approach
CYVERRA designed and implemented a consolidated, event-driven CRM platform purpose-built for energy and utility operations. The platform integrates core billing systems, meter data management (MDM) platforms, and regulatory market interfaces into a unified 360-degree account view. The engineering team developed automated workflow pipelines for customer onboarding, tariff transitions, and high-consumption alert notifications. Integration middleware built on event streaming was deployed to ingest continuous telemetry from smart metering infrastructure, presenting live consumption analytics and historic load profiles directly within the agent interface. To ensure rigorous compliance with energy market regulations, CYVERRA implemented role-based access controls, automated data masking, and tamper-evident audit trails. Comprehensive user acceptance testing and phased branch migrations ensured business continuity throughout the platform cutover.
The Outcome
The deployment of the unified CRM platform eliminated application switching for service agents, driving a substantial reduction in average handle times and accelerating first-contact dispute resolutions across both residential and commercial portfolios. Automated tariff switching and integrated meter validation cut manual back-office intervention rates significantly. The client achieved faster account onboarding cycles, reduced billing discrepancies, and improved overall operational agility across its customer-facing business units.
Technology used
- Salesforce Energy & Utilities Cloud
- MuleSoft
- Apache Kafka
- PostgreSQL
- AWS
- React
The consolidated CRM platform gives our service teams immediate visibility into meter telematics and billing data, fundamentally transforming our customer operations.