Energy technology, utility demand response and energy flexibility programsEnergy Flexibility Software Company
An energy flexibility software company launched a secure, encrypted Service Cloud org to run utility consumer programs and participant support.
An energy software company runs consumer demand response and energy flexibility programs on behalf of utilities. It needed a dedicated Salesforce environment to manage program participants, devices, and incentives with strict security and privacy controls.
The challenge
Program data and participant inquiries lived in many shared spreadsheets. Utility customers expected reporting on enrollments, devices, and incentives, and consumer data had to meet SOC 2 and California privacy requirements with encryption, role-based access, and separation by program.
The solution
SiiMPLY7 implemented a separate Service Cloud org for consumer programs, with a support process, case queue, assignment and auto-response rules, email to case, custom objects for sites, devices, and program milestones, an approval process, and KPI dashboards. Salesforce Shield encrypts sensitive fields, and the team supported the client's integration platform for data loads.
Implementation highlights
What we built.
- Dedicated org separated from commercial sales data
- Custom objects for sites, devices, and enrollment status
- Participant case management with email to case
- Shield encryption for sensitive consumer fields
- KPI reports and dashboards for utility programs
Results
Consumer data is encrypted and access controlled
Program tracking moved into Salesforce
Enrollment and device metrics on dashboards
Engagement summary
Delivered in about four to five weeks, the project included a demo and revision round, training, one week of UAT support, and a handoff to the client's own staff.
What's next
Next steps in view included an email outreach integration for participant campaigns and deeper incentive reporting.
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