BlueNRG Zoho One Case Study

Introduction

Blue NRG provides electricity to commercial and industrial customers across Australia. They supply energy to some of the top companies in Australia who rely on them for tailored energy plans and expert support. It is an Australian energy retailer that is 100% locally owned and operated and supports thousands of businesses of all sizes across all the regions in Australia.

Overview

BlueNRG purchased the Zoho One bundle to maintain a central repository of Customer data and to refine and digitize their business processes. To help understand and utilize the full range of functionalities offered by the Zoho One suite, they sought guidance from a Zoho Partner who had expert knowledge of all the different product offerings in the Zoho One Suite and the know-how to mould it to BlueNRG’s business needs.

After evaluating different Partners based in Australia, Blue NRG engaged with FI Digital as their Zoho Partner of choice. This partnership has been ongoing for two years now and FI Digital has enhanced different aspects of BlueNRG’s Zoho One such as Contract Automation Signing, Online Quote Comparisons, Marketing Automations, Automated Lead Generation from multiple Sources, Integration with Blue NRG’s third party application suite etc to extract maximum value out of their Zoho Investment.

This case study highlights the implementation of the Zoho One Suite to help BlueNRG optimize their business process flows. The core set up is around Zoho CRM and Zoho Desk, which provides a platform for the Customer engagement teams to manage the end to end customer journey and provide post-sales Support their customers respectively.

BlueNRG also works with different IT Service Providers to streamline and set up their suite of applications. The chosen Zoho Partner must also work together closely with different IT teams and bridge the gaps in Zoho knowledge, to ensure BlueNRG gets the best value and solutions for their investments.

Executive Summary

BlueNRG is an Australian-owned business retailer that offers energy plans exclusively for small to medium-sized businesses. At Blue NRG, they provide competitive energy rates and offer regular energy insights to their customers, helping them stay on top of the latest regulatory news. They have a team of dedicated Business Relationship Managers who are committed to understanding the unique needs of each business and tailoring energy plans to meet those needs.

BlueNRG History

Based in Melbourne, Blue NRG was created in 2012 in response to the need for an electricity retailer that specializes in servicing Australia’s businesses only, with a focus on small and medium-sized business segment. Many large electricity retailers focus on the residential market and overlook customers who have higher electricity usage. Today Blue NRG provides electricity to thousands of businesses in Victoria, New South Wales, South Australia and South East Queensland.

BlueNRG Guiding Philosophy

BlueNRG aims to understand its customers and their unique needs and is constantly striving to provide them the very best – the best customer service, the best possible price for their usage and the best user experience with a response time of fewer than 30 minutes.

BlueNRG is also conscious of the impact of energy production on the environment, so they endeavour to give their customers the power to use less electricity and pay less for it.

Problem statement and key challenges

BlueNRG faced several challenges that prompted the need for structured implementation of their Zoho One Suite. They faced challenges with the following:

– Capturing and managing the Lead’s data from multiple Sources
– Lack of an Integrated suite of Applications leading to longer turnaround times
– Lack of Automations in Sales Processes and Marketing Journeys
– Unified Customer 360 Tracking for Sales, Marketing and Support

BlueNRG wanted a proactive solution to address these challenges and a Zoho Partner who can optimize their Zoho One setup to caters to their business requirements and customer needs.

Evaluation of the problem

To understand the business requirement, we connected with different stakeholders from BlueNRG at different stages, to get a clear picture of their expectations and pain points.

BlueNRG wanted to optimize the existing processes configured in the Zoho Desk and Zoho CRM Applications to improve the system efficiency and their team’s performance.

To analyze the data accurately and have a visualization of the data points, a variety of Reports and Dashboards were required to be developed.

To enhance productivity, automated workflows were needed, which could lead to better consumer satisfaction.

To create new opportunities, targeted Marketing & EDM Campaigns and Customer Segmentation were needed by the Marketing team. That aimed to give their customers the best of valuable suggestions and generate new opportunities for the business.

Proposed Solution

After understanding the requirements, we could evaluate that Zoho CRM, Zoho Campaigns and Zoho Desk would become the core of their Zoho One setup with a variety of ancillary applications such as Zoho Forms and Zoho Sign that could enhance their overall efficiency.

Zoho CRM will act as a central Customer database where the data from all the external sources will be stored and managed via third-party integrations like Spark and Accurassi. Zoho CRM’s integration with Accurassi will involve the sync function to sync the Customer’s personal information and the Form PDF with BlueNRG’s Zoho CRM Leads from the Webpage where Quote comparison will be done via Accurassi. Other functionalities include online forms built using Zoho Forms that can be embedded into websites and email campaigns, Zoho Sign for Contract Signing Automation with Spark, CRM Reports and Dashboards and workflow automation to enhance the Sales Process efficiency and help their users have a complete picture of the lead journey starting from lead generation to contract signing.

Configuration of Zoho Desk included the implementation of features like assignment rules, workflow automation, SLAs and Reports to help Agents track and address the enquiries raised by their customers efficiently.

Implementation

To deliver the best suitable solution as per the customer’s requirement, we connected with BlueNRG’s teams through in-person and online workshops to understand the requirements in detail and design appropriate solutions. After gathering the requirements from the customer, the Zoho Applications were configured and the set-up was showcased to the customer.
The delivery time varied for the different requirements but the proposed solution was delivered as per the customer expectation. Zoho One acts as a valuable asset in the BlueNRGs application stack and acts as a daily driver for Service delivery.

FI Digital supported BlueNRG with the delivery of the Proposed Solution, Training, and Documentation, and continues to provide Ongoing Support for query resolution, new feature suggestions, ongoing enhancements etc.

Result

The implemented solutions have resulted in a significant increase in the employees’ productivity and customer satisfaction, due to seamless tracking of their Sales pipeline and management of the queries/issues raised by their customers.
FI Digital has been providing Zoho Expertise and Support to BlueNRG for almost two years and expects this partnership to continue in the years to come.