Supplying a country’s residents and businesses with energy is arguably one of the most critical and pressured responsibilities for a company in today’s world. In Brazil, CPFL Energia does just that, as a vertically integrated energy company which generates, distributes and sells electricity and related services. Operating for over 100 years and currently the third-biggest player in the sector, it supplies electricity to around 18 million domestic and business consumers. It is a leader in the renewable energy field due to investment in a range of hydroelectric plans, wind farms, biomass plans, oil fuel and most recently, the first solar power plant in the state of Sao Paulo.
With such extensive and complex operations, the senior management team took a strategic decision that it should create a separate sub-business called the Shared Services Centre (SSC), to standardise internal services and operations as well as reduce costs across the group. The SSC was to incorporate the output of the Human Resources (HR), Purchasing, Information Technology (IT) and Applications Infrastructure functions, which together can receive daily orders, enquiries and requests from more than 5,000 employees.
In order to manage the volume, importance and variety of this workflow, an integrated CRM solution in the form of Microsoft Dynamics CRM was evaluated, selected and tested over a three month period prior to the SSC ‘opening for business’ in Indaiatuba, Sao Paulo.
As an initial requirement, processes in each of the business support departments were extensively mapped. It was identified that the end tool needed to be capable of managing and controlling orders, applications, training, requests for approval by senior staff – on their desktop and smartphone – and lastly create a self-service portal to help reduce incoming calls and emails.