Electric, water, and gas providers, the municipalities that operate them, and the software vendors that serve them. We work in the systems that sit around the meter: customer information and billing, work and mobile workforce management, and the self-service portal your customers judge you by.
Billing, service points, and account history live in the customer information system. Sales and service work from a partial copy in Salesforce that drifts a little every week, so the two never quite agree in front of a customer.
Two versions of the accountCrews run on work and mobile workforce management, the office runs on CRM, and the status a customer is calling about lives in whichever system the agent cannot see.
Status nobody can answerSelf-service gets built as its own application, then quietly diverges from the records staff use. Customers read one number, agents read another, and both are technically correct.
Portal driftThe work that makes Salesforce useful in a utility is mostly work at the seams.
Accounts, premises, service points, meters, and balances synchronized against the billing system with the direction of truth decided per field, and the failure modes designed for before go-live.
Service orders, dispatch, and crew status connected to the customer record, so an agent can answer the appointment question without opening a second application.
Experience Cloud portals for start, stop, and transfer of service, outage reporting, billing questions, and program enrollment, reading from the same records staff use rather than a parallel copy.
Case routing built for volume days, not average days. Queues, entitlements, and escalation paths that hold up when a storm turns a normal Tuesday into a spike.
Rate structures, programs, connection and construction work, and multi-year agreements modeled as a catalog a rep can quote from. See RevOps & Quote Automation.
Service levels, response times, program participation, and customer contact history reported from one definition, so the number in the council packet matches the number in the dashboard.
Electric, water, and gas providers running customer operations alongside a billing system they did not choose and cannot replace this year. We build the Salesforce layer that makes the rest of the stack usable, without pretending the CIS is going away.
Municipal utilities carry a second constraint: public accountability. Council reporting, records requests, and procurement rules make the audit trail as much a deliverable as the workflow. We design for that the same way we design for a bank examiner, which is the standard we came up on.
The companies selling customer information, billing, work management, and portal software to this sector. We build the Salesforce side of how they sell, implement, and support their products, and we know the vocabulary before the first call.
If the integration is the problem, that is Integrations. If quoting connections, programs, or multi-year work is the problem, that is RevOps & Quote Automation. If a prior rollout stalled, start with Implementation Recovery. Not in utilities? See all industries.
Name the billing system, the work management system, and the portal, and we will tell you honestly where the seams are and what it takes to close them. We respond within 4 business hours.