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Enhancing customer experience in the home with CloudSense Anywhere

British Gas

British Gas is an energy and home services provider serving around twelve million homes in the UK.

Mobile field sales and call center commerce

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    Background

    British Gas is the UK’s leading energy and home services supplier, providing central heating, boilers, gas, electricity and other services to millions of homes.

    British Gas employs a nationwide field team for supplying heating and hot water solutions to customers. The Heating Advisors visit homes by appointment to discuss their heating and hot water needs. The Heating Advisor captures all information that will affect the required boiler, controls, radiators and pipework, combing with the prospect’s information to create quotations.

    British Gas is committed to using digital methods to transform its customer experience and wanted to enrich the in-home experience for customers and Heating Advisors through the use of innovative technology in the area of Configure, Price and Quote. In 2013 British Gas engaged with CloudSense to utilize the CloudSense Commerce Platform to transform their boiler and central heating sales in the field and call center.

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    Challenge

    British Gas needed an improved experience for the Heating Advisors and customers. The challenge was to make the sales process far more interactive and collaborative, giving Heating Advisors more time to listen and talk to customers. The ideal solution would speed up the way a proposal was developed, enabling advisors to show the customer multiple options, reduce the time sitting behind a laptop, and increase the time interacting with the customer.

    British Gas also required a seamless Configure Price Quote solution across their field sales and contact center sales teams, to ensure that call center staff would always have the correct information if a customer called them to take the proposal further. Visibility and accuracy of information was key, as was the need to ensure that advisors had the very latest product information at their fingertips.

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    Solution

    British Gas chose the CloudSense Commerce platform, utilizing their CPQ product for the call center and CloudSense Anywhere, their tablet based CPQ field sales app, for the Heating Advisors. The CloudSense Commerce platform gave British Gas a Salesforce native system that joined together their different sales channels and provided an enhanced customer experience in the home via iPads, with or without an Internet connection. British Gas selected the Salesforce Digital Sales Aid, which integrates into CloudSense Anywhere to create a single app, to provide compelling sales collateral.

    As the CloudSense Commerce platform is native to Salesforce all users were able to access the systems via a single interface, the browser in the call center and an iPad application in the field. The previous solution depended on the data migrating between different cloud providers before it was visible on Salesforce.

    The Heating Sales Advisors use the CloudSense Commerce platform to work in a quicker and more intuitive way with a near real-time exchange and providing a single source of information for each customer. Instead of laptops, they now use iPads, which provide far more flexibility and enable them to concentrate more on listening and talking to customers.

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    Results

    British Gas has seen a number of benefits from implementing the CloudSense Commerce Platform. David Bowring, Head of Technology, British Gas Central Heating Installations comments:

    “Because we now have a more agile and flexible quoting platform.” David Bowring continued, “Our sales people are now able to offer multiple proposals and quotations effortlessly, using different parameters, providing the customer with a wider choice of options than before. The customer experience is much improved as the Heating Sales Advisors now spend less time focusing on the technology and more time listening to customers, hearing what they need and recommending a solution. Their sales experience is put to better use and the customer gets an improved consultation with a proposed solution that is better for them.”

    “Because the sales information is always up-to-date the material can be quickly updated at source and pushed out to the team immediately. There are big innovations in the control of heating and water via smartphones and other devices. Now we can release product lines onto the market far quicker; Heating Sales Advisors are able to present them to customers on their iPads and have all the benefits and advantages at their fingertips.”

    David Bowring concludes, “The CloudSense product has enabled us to improve the service to customers out in the field, and given us better visibility of the information with our advisors.”

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“Our sales people are now able to offer multiple proposals and quotations effortlessly, using different parameters, providing the customer with a wider choice of options than before. The customer experience is much improved.”

David Bowring, Head of Technology