Think Big, Start Small, and Scale Fast: GDF SUEZ Energia Italia's Cloud CRM Platform Based on salesforce.com, Delivered by WebResults
In 2010, GDF SUEZ Energia Italia launched an ambitious ICT program to set up and modernize the company's IT infrastructure and its entire applications portfolio. This report focuses on the innovative approach undertaken by GDF SUEZ Energia Italia for the implementation of the new customer relationship management (CRM) platform, enabling the expansion to 1.3 million mass market customers and 1,000 business customers, in a complex, competitive and unbundled market.
"The FOX CRM implementation represents a first of its kind salesforce.com implementation, since it vertically-tailored the platform for the energy business. It is designed to manage a multichannel organization selling electricity and gas to commercial, and industrial and residential customers. Above all, FOX CRM is positioning the Italian branch of GDF SUEZ as the Group's best practice in terms of "cost to serve" and a very interesting benchmark at industry level," said Roberta Bigliani, associate vice president, head of EMEA, IDC Energy Insights.