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"The CRM platform teaches us even more about the needs of our customers. This will help us position our products and services more efficiently and also help us with our business processes, customer service, sales and marketing. TM.RESULTS supported us with professional advice, detailed factual knowledge, both strategic and in the implementation of the CRM platform. This helped us better understand our customers as well." Dr. Marco Bigatto, |
The energy industry is in the midst of significant and radical change. Several factors characterize this transformation: market liberalization, centralized vs. decentralized production with an increasing share of renewable energy, diversified energy procurement, price volatility, introduction of new communication technologies. This reflects the rising expectations of business and residential customers. In order to keep energy prices competitive, it is important to continuously review the strategic approach and appeal to the customer with a powerful and forward-looking multi-utility.
The challenge for the utilities is to be a pro-active part of the transformation of the energy industry and become more flexible to meet changing customer requirements and needs. This is why the Aziende Industriali di Lugano (AIL) SA initiated a CRM (Customer Relationship Management) strategy process – based on a 360° information overview – to help develop further innovative, relevant products and services that meet customer needs.
TM.RESULTS helped AIL develop a CRM strategy along with the underlying CRM requirements. The next step was to evaluate the appropriate solution, select the right partner and – finally – to integrate the results into the existing IT architecture.
TM.RESULTS stood behind AIL management team with professional consulting, coaching and practical market experience in the following areas:
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