Utilities and energy providers use a health check to confirm that customer programs, contractor access and system links will hold up under regulatory scrutiny and storm-season volume.
For an energy company or utility, a health check examines how Salesforce represents customers, premises, service agreements and programs, and how that picture stays in step with the customer information system. We review who can see account and usage data, especially contractors and trade allies working through portals. We inventory automation behind rebates, interconnection requests and efficiency programs, and assess integration error handling. Findings are ranked by customer and regulatory exposure, so leaders can see which issues could produce a wrong bill notice, a missed program deadline or an audit finding.
Utility customer data has an unusual shape. The person who pays is not always the person who lives at the premise, one customer can hold many service points, and meters and rate classes change over time. Salesforce usually sits beside a customer information system that remains the system of record, so the quality of the org depends heavily on that link. Energy companies also rely on outside parties such as installers, program implementers and field contractors, who often need limited portal or mobile access. Regulators may request program records years later. Those factors make access, data lineage and record retention the center of the review rather than an appendix to it.
We document how customers, premises, service points and accounts relate in your org, and where that model breaks, such as premises attached to closed accounts or multiple active customers on one meter. Record counts are compared with the customer system to spot drift. The review shows where call center staff or program managers may be reading an outdated relationship when answering a customer.
Installers and program partners often submit applications, upload documents and check status through Experience Cloud. We test what those external users can see, whether they can view other contractors' customers, and whether accounts for departed partners are still active. File visibility receives a close look, because signed agreements and invoices uploaded by one partner are sometimes exposed through shared libraries.
Efficiency, solar, electric vehicle and demand response programs each tend to add their own flows, approval steps and eligibility checks. We inventory what runs, what overlaps and what depends on hard-coded values from an older program year. Conflicting automation that can approve an application twice, or silently stall one, is ranked high because it affects both customers and program reporting.
During storms and outages, contact volume jumps and automation runs more often. We review case assignment rules, queue design and any triggers that call external systems on every update, since those are where limits and slowdowns appear first. The review identifies which processes should be simplified or throttled before the next major event rather than during it. Integration retry settings are reviewed as well.
We begin with the teams that own customer programs and the customer information system interface, since most risk sits between them. Interviews then extend to contact center supervisors and whoever manages contractor relationships. Access is read-only and no configuration changes are made during storm season or program enrollment peaks. Findings that touch customer usage data or regulated programs are reviewed with your compliance or regulatory affairs contact before the final report, which separates quick fixes from issues that need a formal change process.
We review sync direction, key matching and error queues, and check whether failed updates are retried, alerted on or simply lost without anyone noticing.
Where usage or interval data reaches Salesforce, we check what level of detail is stored, who can see it and whether it is kept longer than needed.
We check how outage status reaches service agents and customer notifications, and whether the integration can cope with the burst of updates a major event produces.
Energy usage can reveal when people are home and how they live. Many states restrict how utilities share it. The review lists where usage data is stored and who can access it, so your regulatory and privacy teams can confirm that it matches applicable rules and tariffs.
Regulators and evaluators may ask for program applications, approvals and payments long after a program closes. Check that archiving, deletion jobs and storage cleanup will not remove records you are required to keep, and that files are linked to the application rather than a user.
Where a regulated utility and a competitive affiliate share infrastructure, affiliate rules may limit data sharing. The review highlights shared objects, reports and users across those entities, giving counsel a clear view of where information could cross a line it should not.
Client names are anonymized.
Often, yes. Over time, teams copy billing detail, usage history and rate data into Salesforce for convenience, which increases storage costs and privacy exposure. The review compares what is stored with what users actually need on screen, and recommends where live lookups or summary fields would serve the same purpose without keeping a second full copy of regulated data.
Yes. An agent that answers billing, outage or program questions needs accurate account relationships, current knowledge articles and tight permissions. We check each of those, test whether sensitive usage or payment data could surface in a response, and identify knowledge content that is outdated. That gives your team a realistic list of preparation work before any pilot begins.
We review work order types, asset records for equipment in the field, mobile security settings and offline behavior in areas with poor coverage. We also check whether contractor crews share logins, which undermines both security and the audit trail. Where field data feeds asset management or regulatory reports, we verify that required fields are enforced before completion.
The structure is the same, with a different emphasis. Retail energy providers usually care more about enrollment, marketing consent and churn data, while oilfield and energy service companies focus on accounts, contracts and field tickets. We adjust the interviews and the areas we sample, but security, data quality and technical debt remain the core of every review.
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