[Case 02]
Gas Customer Hub – A Digital Utility Transformation
Energy and Utilities
Driving Digital Transformation in Utilities
Transforming electricity and gas operations through Salesforce-driven workflows
[Project Overview]
The Gas Customer Hub is a Salesforce-powered digital transformation initiative designed to modernize operations in the utilities sector. The platform was built to streamline complex electricity and gas workflows, digitize manual processes, and enhance SLA compliance. By introducing automated notifications, SLA tracking, and performance reporting, the solution enabled cross-team collaboration and improved operational efficiency. The redesigned user experience simplified interactions, improved accessibility, and drove higher adoption among internal teams and stakeholders, positioning the hub as a cornerstone for utility digital innovation.
[Problem Statement]
The global utility company faced challenges with outdated, manual workflows in electricity and gas operations, leading to inefficiencies, SLA compliance issues, and fragmented cross-team collaboration. Complex processes, lack of automation, and inconsistent user experiences across platforms hindered operational efficiency and increased costs. A modern, scalable, and user-friendly solution was required to digitize workflows, ensure SLA adherence, and enable seamless collaboration across multi-vendor teams, while supporting the company’s strategic goal of becoming an industry leader in digital innovation.
[Industry]
Energy and Utilities
[My Role]
Lead Designer
[Platforms]
Desktop
[Timeline]
October 2021 - January 2024
[Persona]
James Walker
Senior Operations Manager – Utilities
James Walker is a senior operations manager at a leading UK-based utility company. He oversees electricity and gas service delivery, ensuring compliance with SLAs while balancing operational efficiency and customer satisfaction. James relies on multiple teams and systems daily, making collaboration and data accuracy vital to his role.
Age: 46
Birmingham, UK
Tech Proficiency: Moderate
Gender: Male
[Goal]
Ensure SLA compliance to maintain customer trust and regulatory standards.
Improve efficiency by digitizing manual workflows and reducing delays.
Foster collaboration across multi-disciplinary teams and vendors.
[Frustrations]
Manual processes cause delays and increase the risk of missed SLAs.
Difficulty in tracking performance metrics across teams.
Fragmented systems make collaboration inefficient.
[Process]
[Outcome]
Improved workflow efficiency by 20% and reduced operational costs by 15%.
Higher SLA compliance through automated tracking and alerts.
Increased adoption and satisfaction among cross-functional teams.
[Key Learnings]