For utilities and energy companies whose Salesforce rollout left crews, program staff and customer service without a working system, we triage the build and finish it.
Energy and utility rescues usually involve a platform that was meant to connect customers, field crews and programs but went live only partly working. Program applications might sit in queues nobody monitors, work orders might not reach crews, or customer service might still toggle between Salesforce and the billing system. We assess the org, its integrations and the processes it was supposed to support, restore the operations that affect customers or crews first, and then plan completion with operations, customer care and IT jointly. Reliability and a clear audit trail take priority over new features throughout.
Utilities operate under constraints most Salesforce designs never meet. The customer information system and work management system are long-lived, heavily controlled and owned by teams wary of change, so integrations are harder to fix than configuration. Programs such as efficiency rebates, interconnection requests or new service connections run on rules set by regulators, meaning intake and approval steps must follow published tariffs and filing requirements. Storm season and outage events can pull the entire organization away from project work without warning. Security expectations for operational data are strict, and many stalled projects simply ran into security reviews they did not plan for.
Rebate, efficiency and interconnection programs often have applications stuck in unclear statuses because the original flows did not match program rules. We document each program's steps with program managers, rebuild the stages and required documents, and set queues so each application has an owner. Customers and contractors then receive consistent status updates instead of calling to ask whether anything happened.
Field Service projects in utilities often stall on scheduling policies that ignore crew qualifications, territories or equipment. We review service territories, skills and work types, correct the scheduling rules, and test them against realistic daily volumes. Crews get a mobile experience that shows the job, location and asset details they need, without extra screens they skip. Dispatchers review the schedule before each release.
Many failed builds modeled customers without the premises and service points underneath them, so service agents cannot tell which location a call concerns. We design how accounts, premises and assets relate, load them from the source systems, and make sure a case or work order is always tied to the right location and equipment. Agents can then answer location-specific questions on the first call without transferring the customer.
Programs that rely on installers or trade allies often launched portals with unclear permissions or broken submission forms. We repair the Experience Cloud site, tighten sharing so each contractor sees only their own projects, and simplify document upload so incentive paperwork arrives complete the first time. Program staff review incoming submissions from one queue, and contractors receive clear reasons when paperwork is returned for correction.
We start with a joint session between operations, customer care, program management and IT security, followed by a technical review of the org and each integration. Anything blocking crews or customer commitments is fixed first, through a controlled release path agreed with IT change management. Integration repairs are tested in lower environments using masked customer data. The plan includes explicit pause points for storm or outage response, so the project does not collapse the moment operations are called away. Each release is documented to the standard your internal auditors and regulators may later request.
Account, premise and billing status feed Salesforce so agents answer questions accurately, while billing adjustments remain in the system of record.
Work orders and asset details move between systems with clear ownership, so crews and planners see one version of each job.
Location data and outage status inform service cases and scheduling, and we limit integration scope to what dispatchers actually use during recovery.
Operations will drop project work during storms and major events, and they should. Build pause points into the recovery plan, keep releases small, and avoid scheduling go-lives in seasons when outage risk is highest for your territory. Resume only after a short replanning check.
Rebate and interconnection processes follow tariffs and regulatory filings. Confirm each step, eligibility rule and deadline with the program owner, and keep an audit trail of approvals, because regulators may ask how an application was handled. Document exceptions and who approved them.
Utility IT security teams review integrations and data access closely. Share the recovery plan with them early, agree on authentication and data handling standards, and avoid discovering a blocking review just before relaunch. Keep them informed as scope changes during recovery.
Client names are anonymized.
We review every open application, group them by status and identify why each stopped moving, whether a missing document, broken flow or unowned queue. Urgent items are routed to program staff manually while we rebuild the process. Customers waiting longest get attention first, and the corrected workflow is tested against real program rules before it replaces the manual workaround.
Yes, but ownership must be clear. Some utilities schedule in Field Service and send completions back to the work management system; others keep scheduling in the existing tool and use Salesforce for customer-facing updates. Stalled projects often tried both at once. We pick one pattern with operations and simplify the integration to match that decision.
This is common. We trace each integration from both ends, record what data moves, when and under which account, and flag anything running with excessive permissions. Integrations that nobody can explain are either documented and kept or retired in agreement with IT, so your team can support what remains without guesswork. Handover notes cover each one in plain language.
Usually some, but targeted. If scheduling and mobile screens change, crews receive short sessions focused on what is different, ideally delivered in person at service centers. Supervisors get a slightly longer walkthrough covering dispatch views and exceptions. Training is timed away from peak outage seasons so it does not compete with operational demands. Refreshers follow where questions come up.
One onshore team with 150 Salesforce certifications, a Salesforce Consulting Partner since 2017.
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