Powering the Future of
Utility Operations
From field service automation to customer self-service portals — we help utility companies modernise operations, reduce costs, and deliver exceptional customer experiences with Salesforce.
The pressures utility companies
face every day
Managing thousands of field assets, work orders, and technicians across vast geographic areas with legacy systems that can't keep up with real-time demands.
Customers now expect real-time outage updates, digital self-service, and personalised communication — the same experience they get from tech companies.
Increasing pressure to meet net-zero targets, comply with evolving energy regulations, and report on sustainability metrics in real time.
Billing, CRM, field operations, and asset management running on separate platforms — making a unified customer view nearly impossible to achieve.
Coordinating rapid outage response across multiple teams, contractors, and regions while keeping customers informed and regulators satisfied.
Doing more with less — reducing operational costs while maintaining service quality as workforce sizes change and skilled technician shortages grow.
How we transform
utility operations
End-to-end field operations management — from intelligent job scheduling and technician dispatch to real-time work order tracking and mobile-first workflows for field teams.
A 360-degree view of every customer — unify billing, outage history, service requests, and communication into one platform so agents resolve issues faster and customers feel heard.
Self-service customer portals that let customers report outages, track service requests, manage accounts, and access usage data — reducing call volumes and increasing satisfaction.
Connect smart meter data, IoT sensors, and grid monitoring systems directly into Salesforce for predictive maintenance alerts, automated work order creation, and real-time asset health monitoring.
Real-time dashboards for operations, field performance, outage metrics, customer satisfaction scores, and regulatory compliance reporting — all in one place.
Einstein AI for demand forecasting, intelligent outage prediction, automated customer communication during incidents, and AI-driven scheduling optimisation for field teams.
Salesforce products we deploy
for utility companies
The most powerful field service platform in the world — we configure and deploy FSL to handle the complexity of utility field operations at scale. From appointment booking to job completion, every step is tracked, automated, and optimised.
Transform your contact centre into a customer experience hub. Service Cloud gives agents a complete view of every customer — their billing history, previous outages, service requests, and communication preferences — in one screen.
Build branded self-service portals that let customers take control — report faults, track technician arrival, view and pay bills, monitor usage, and update account details without ever calling your contact centre.
Bring AI into your utility operations — from demand forecasting and predictive maintenance to intelligent virtual agents that handle customer queries 24/7, reducing pressure on your contact centre.
What's shaping the utility
industry in 2025
Utilities are moving from reactive to predictive — using AI and IoT sensor data to identify asset failures before they happen, reducing unplanned outages by up to 30% and saving millions in emergency repair costs.
Customers now compare utility experiences to Amazon and Netflix. Companies investing in digital self-service, real-time communication, and personalised engagement are seeing NPS scores jump by 20+ points.
The rapid adoption of EVs and rooftop solar is transforming the grid from a one-way power delivery system to a complex two-way network — requiring new CRM and operational platforms to manage dynamic customer relationships.
Aging field workforces and technician shortages are accelerating investment in mobile-first tools, intelligent scheduling, and knowledge management systems that help newer technicians work faster and smarter.
Regulators and investors are demanding real-time ESG reporting. Utilities need integrated platforms that connect operational data to sustainability metrics and generate audit-ready compliance reports automatically.
Salesforce Agentforce is transforming utility contact centres — AI agents handle routine queries, outage reporting, and account management 24/7, freeing human agents to focus on complex, high-value interactions.
How a Regional Energy Provider Transformed Field Operations with Salesforce FSL
A mid-sized regional electricity distributor was managing 400+ field technicians using spreadsheets and phone calls. Scheduling was manual, technician utilisation was below 60%, and customers had no visibility into when engineers would arrive — leading to thousands of complaint calls every month.
We deployed Salesforce Field Service Lightning with a custom mobile app, intelligent scheduling engine, and an Experience Cloud portal for real-time customer updates. Within 6 months, the transformation was measurable.
Why utility companies
choose us
We understand the utility industry — the regulatory environment, field operations complexity, and customer expectations that make it unique. We don't need to learn your business from scratch.
Our team holds FSL, Service Cloud, and Experience Cloud certifications — the exact products that power utility transformation. You get specialists, not generalists.
Our proven delivery methodology gets you live faster. Most utility FSL deployments go live within 12–16 weeks — with measurable outcomes from day one, not year two.
We connect Salesforce with your existing billing systems, GIS platforms, SCADA systems, and smart meter infrastructure — no rip and replace, just seamless integration.
We build mobile apps that field technicians actually love using — offline-capable, intuitive, and purpose-built for the utility environment with safety checklists and compliance capture.
We don't disappear after go-live. Our managed support and continuous improvement programmes keep your Salesforce platform evolving with your business needs and the industry.
Ready to modernise your
utility operations?
Let's talk about your specific challenges — field service, customer experience, or AI strategy. No sales pitch, just honest advice from utility Salesforce specialists.