Energiehuis Oostende

Energiehuis Oostende is a department of the City of Oostende, launched in 2007 and formed to assist citizens in optimizing their energy consumption and transition to new and renewable sources of energy. Inhabitants can reach out to Energiehuis Oostende for advice or questions about energy. They provide specific, tailor-made advice on renovations to reduce energy costs. Beyond that, citizens can tap into additional services like water scans, rooftop insulation, solar panels, and grants.

Time saving

The streamlined processes resulted in a reduction in time spent on capturing cases and creating tickets.

360° view on Operations

One system to follow up on operations and support the customer.

The Power of Automation

Simplify and streamline multiple tasks through automation.

Time saving

The streamlined processes resulted in a reduction in time spent on capturing cases and creating tickets.

360° view on Operations

One system to follow up on operations and support the customer.

The Power of Automation

Simplify and streamline multiple tasks through automation.

Optimizing Operations with Salesforce Service Cloud

Energiehuis Oostende faced some challenges, such as managing citizen information, follow-up on contact with citizens, and coordinating efforts among team members due to a reliance on multiple Excel files. This led to inefficiencies, repeated data sharing, and a loss of overview.

To address these issues, Energiehuis Oostende wanted a simple CRM system with basic features to make their work easier and improve how they help customers. They needed a system that put all the important information in one place. They also wanted an easy way to make reports. That’s why they asked Cronos Public Services for help with their digital upgrade and got in touch with Brightfox for their expertise in CRM implementations.

Transforming Energy Optimization with Salesforce

The Salesforce Service Cloud has fully transformed Energiehuis Oostende’s Operations. It provides a multi-channel solution for managing customer questions and issues. Employees gained a complete 360° view of customer information. Data such as energy scans can be displayed in a snap for each address in Oostende.
An integration with Outlook made it possible to quickly capture cases and create tickets, saving considerable time.
Additionally, Brightfox developed an application to track time spent on tasks, ensuring accurate time management. The time spent on each task could be conveniently recorded, enabling better resource allocation.
Even the registration of new contracts during phone calls became quicker through a screen flow that automatically created new Accounts and Contacts.

“Salesforce is a CRM system with great potential for us and we're excited to continue exploring its potential for our business.”

Alexander De VosConsultant Energiehuis Oostende

Transforming for a more Sustainable Future

Since implementing Salesforce, Energiehuis Oostende has experienced incredible growth and welcomed numerous new employees. The Salesforce implementation provided a strong foundation for the organization’s operations and future scalability. With plans to further enhance their Salesforce environment, Energiehuis Oostende aims to enable experts visiting new addresses for energy scans to input information directly into Salesforce. This will ease the collection of data on heating, insulation, and other relevant details.

Leveraging Salesforce Service Cloud and Salesforce Inbox, ENO has successfully transformed operations, providing efficient customer service and fostering team collaboration.