Large Electric Utility Cooperative
A Texas member-owned electric cooperative consolidated fragmented member and developer interactions into a single CRM, significantly reducing new-service request cycle time.
The client is a Texas electric cooperative founded in 1938 by then-Congressman Lyndon B. Johnson — and today the nation's largest distribution electric cooperative, serving more than one million member-accounts across a 24-county, 8,100-square-mile service territory. Named a 2025 Top Workplaces USA award recipient by USA Today and holding a Fitch AA- credit rating, PEC is one of the fastest-growing cooperatives in the country. Commercial accounts, developers, and large member projects were tracked across spreadsheets, email inboxes, and disconnected tools, with no shared view of activity or status. Leadership wanted a single system of record to manage relationships, project pipeline, and member self-service.
The challenge
Account managers handling commercial members, builders, and large new-construction projects had no unified pipeline, so requests stalled in email and handoffs were lost between departments. Members and developers had no transparent way to submit or track service requests, generating high inbound call volume. Leadership lacked reliable reporting on workload, project status, and team activity.
The solution
SiiMPLY7 implemented Sales Cloud as the central system of record for accounts, contacts, and the new-service and project pipeline, with stages and approvals mapped to the cooperative's real workflow. An Experience Cloud member community portal gave developers and commercial members a self-service channel to submit requests, upload documents, and track status. Einstein Activity Capture automatically logged email and calendar activity against the right records, eliminating manual data entry and giving managers a complete relationship history.
Implementation highlights
What we built.
- Configured Sales Cloud accounts, contacts, and opportunity pipeline modeled to the new-service and project lifecycle
- Built an Experience Cloud member portal for self-service request submission, document upload, and status tracking
- Deployed Einstein Activity Capture to auto-sync email and calendar activity to Salesforce records
- Designed role-based dashboards and reports for project status, team workload, and pipeline visibility
- Established record-level sharing and security model aligned to cooperative departments and roles
- Implemented assignment and routing rules to move requests cleanly between intake, engineering, and operations
Results
New-service and project requests move through stages more quickly
Accounts, contacts, and activity consolidated from spreadsheets and inboxes
The self-service portal deflected routine status checks from staff
Engagement summary
SiiMPLY7 delivered a production Sales Cloud and Experience Cloud implementation with Einstein Activity Capture, replacing scattered tools with one platform for relationships, project pipeline, and member self-service. The immediate impact was clearer ownership, faster cycle times, and reliable reporting for leadership.
What's next
The next phase extends the member portal with additional self-service flows and richer status notifications, and broadens reporting into forecasting for capital and construction projects. The team is also evaluating deeper integration with operational and billing systems to close remaining data gaps.
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