Case study

Managing innovative products smoothly is more than possible

Very often, highly innovative companies that operate in very competitive, technical industries find it problematic to seamlessly manage their product portfolio. Especially if they plan to launch new, premium products and they want to keep their top-notch customer service. It turns out that it’s absolutely doable. We have proven it, having implemented a tailor-made solution for an international energy company.


International energy company

Our client is an international company that operates in many European countries. The company is the operator of energy networks and energy infrastructure. They provide their services to over 50 million customers in Europe, both individuals and companies. The company promotes the energy transition in Europe, being highly involved in climate protection, sustainability, and the future of our planet. They collaborate with organizations and city councils to accomplish groundbreaking environmental goals. At all stages, the company focuses on sustainable development. They provide environmentally friendly solutions that are both economical and efficient. Among the others, they have a strong focus on reducing the emission of CO2, producing their own energy from renewable sources, and intelligent heat consumption management. Every single day, our client provides their customers with the opportunity to manage energy digitally, as well as become more sustainable. At the same time, the client is an international corporation, hiring thousands of people.


The purpose of the project

Our client is constantly growing a portfolio of services, as well as digitalizing more and more areas of their business. Therefore, their rapid development brought a need of expanding their sales system with new products and adjusting existing solutions to new, upcoming premium products.


As already mentioned, the energy industry is one of the kind. Thus, the entire project turned out to be exceptionally demanding. This is why we started the work from a very in-depth customer analysis. We met with the client to talk about their needs and requirements to make sure we know where the problem really was. We decided that the basic features of Salesforce are not enough to satisfy the needs of the client. Even if they’re really advanced, it was necessary to expand the platform and its native features with the CPQ Bit2win application.

On the other hand, native Salesforce features were necessary to streamline many processes, build relations, improve customer service, and increase sales and revenue. We implemented Bit2win (CPQ – price and quote) app which made it possible to configure products and services (both existing and to-come), and their prices. CPQ aggregates large amounts of data which makes managing sales processes much easier. The full integration of Salesforce enabled us to maximally use the potential of flows. We managed to configure products formerly stored as attachments, and we also implemented MuleSoft integration. This made access to data, processes, and services much easier and seamless, no matter where the client currently is. At any stage of the project, we consulted the client and responded agile to their business needs.


Challenges we have faced


The biggest challenge was to create sophisticated products with add-ons, as well as advanced settings for subproducts and subcategories to be displayed. The project itself was quite comprehensive. The way a product is displayed depends on multiple factors so there was a large number of possible issues and complications to occur. Also, the products themselves are difficult, just like the entire energetic industry. In the beginning, implementation and integration of CPQ Bit2win were also quite a challenge.


We decided to implement Salesforce Screen Flow. The tool enabled us to lead the client step by step through the process of creating products, both standard and premium ones. On top of that, we used the MuleSoft integration platform. It turned out to be bull’s-eye – sophisticated systems became much easier to manage, just as integrations between them.