Case
Case
In a sector struggling with scattered and lacklustre customer data, Energi Fyn has become the first utility provider in Denmark to implement a comprehensive energy and utilities customer platform. Now live, the platform unifies and personalises customer data in a single master file, providing customers with best-in-class, tailored services.
A liberalised and booming energy market rewards companies that provide tailored and personalised services.
Energi Fyn, one of the largest utility providers in Denmark, was quick to realise this.
»We had a clear goal of working in a more personalised way, but legacy systems held us back,« says Anette Bøgesvang Thorup, Head of Customer Service at Energi Fyn.
In the old setup, customers could share their account number with a spouse, or hold separate account numbers for their main home, summer cottage, or solar feed-in. This fragmented their history and consumption patterns and made it difficult for Energi Fyn to work in a personalised way.
The solution was a master record linking every contract, meter, and address to a single, clean customer profile.
A liberalised and booming energy market rewards companies that provide tailored and personalised services.
Energi Fyn, one of the largest utility providers in Denmark, was quick to realise this.
»We had a clear goal of working in a more personalised way, but legacy systems held us back,« says Anette Bøgesvang Thorup, Head of Customer Service at Energi Fyn.
In the old setup, customers could share their account number with a spouse, or hold separate account numbers for their main home, summer cottage, or solar feed-in. This fragmented their history and consumption patterns and made it difficult for Energi Fyn to work in a personalised way.
The solution was a master record linking every contract, meter, and address to a single, clean customer profile.
We entered a strategic partnership with Energi Fyn in 2023, drawing a complete roadmap for their business. The first two pillars targeted the commercial business: building a stronger customer data foundation and streaming the data into a customer platform in real-time.
The chosen platform – a comprehensive Salesforce Engagement platform with EPC, Order Management, Marketing Cloud, and Data Cloud, as well as an industry-specific Energy & Utility layer – would enable complete, personalised support of all sales processes, services, and customer journeys at Energi Fyn.
The full project was completed in just eight months, spanning October 2024 to June 2025. The Friday before launch, employees were tutored in the new system. The following Tuesday, employees completed a 2-hour course. On the launch day, Wednesday, everybody was on board the new system within hours.
»I especially enjoyed the final 14 days up to launch. The energy in the room was very exciting,« says Anette Bøgesvang Thorup.
We entered a strategic partnership with Energi Fyn in 2023, drawing a complete roadmap for their business. The first two pillars targeted the commercial business: building a stronger customer data foundation and streaming the data into a customer platform in real-time.
The chosen platform – a comprehensive Salesforce Engagement platform with EPC, Order Management, Marketing Cloud, and Data Cloud, as well as an industry-specific Energy & Utility layer – would enable complete, personalised support of all sales processes, services, and customer journeys at Energi Fyn.
The full project was completed in just eight months, spanning October 2024 to June 2025. The Friday before launch, employees were tutored in the new system. The following Tuesday, employees completed a 2-hour course. On the launch day, Wednesday, everybody was on board the new system within hours.
»I especially enjoyed the final 14 days up to launch. The energy in the room was very exciting,« says Anette Bøgesvang Thorup.
Energi Fyn transitioned to the new platform on June 4, 2025 with no disruptions to services.
Today, the Energy and Utilities Cloud gives Energi Fyn a unique and complete overview of its customer data. The layer adds roughly 350 industry-specific data objects, such as ServicePoint (the physical, metered connection), BillingAccount (all billing preferences) and EnergyServiceAgreement (the customer’s supply contract).
The Digital Engagement module enables Energi Fyn to engage with customers across all digital channels. The Data Cloud and Marketing Cloud empower Energi Fyn to engage in precision marketing with detailed lead and sales management, consent tracking, and personalised content delivery.
The new platform also opens the door to the deployment of advanced technologies. Today, when a customer request arrives, an AI agent helps the sales rep provide the best answer to the customer, and more AI solutions are in the works.
With 2 out of 6 steps of the digital roadmap completed, Energi Fyn is ready to focus on the next stages: modernising the current billing system, optimising order management, and enabling more efficient cross-selling.
Energi Fyn transitioned to the new platform on June 4, 2025 with no disruptions to services.
Today, the Energy and Utilities Cloud gives Energi Fyn a unique and complete overview of its customer data. The layer adds roughly 350 industry-specific data objects, such as ServicePoint (the physical, metered connection), BillingAccount (all billing preferences) and EnergyServiceAgreement (the customer’s supply contract).
The Digital Engagement module enables Energi Fyn to engage with customers across all digital channels. The Data Cloud and Marketing Cloud empower Energi Fyn to engage in precision marketing with detailed lead and sales management, consent tracking, and personalised content delivery.
The new platform also opens the door to the deployment of advanced technologies. Today, when a customer request arrives, an AI agent helps the sales rep provide the best answer to the customer, and more AI solutions are in the works.
With 2 out of 6 steps of the digital roadmap completed, Energi Fyn is ready to focus on the next stages: modernising the current billing system, optimising order management, and enabling more efficient cross-selling.
Anette Bøgesvang Thorup
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