Case Study: Momentum Energy achieves a customer-centric reinvention and 94% faster order fulfillment with CloudSense

Momentum Energy reinvents its customer experience with the help of CloudSense

Momentum Energy, a 100% Australian-owned energy retailer serving Victoria, New South Wales, South Australia and the Bass Strait Islands, embarked on a complete business reinvention in August 2016 to simplify processes and improve customer experience. Head of Customer Experience Natalie Davies identified legacy systems—where the billing system had become the primary CRM—an incomplete customer view and limited digital capability as key obstacles that were preventing seamless service and self‑service for digital-first customers.

Working with Accenture, Momentum selected the CloudSense Salesforce‑native platform to deliver CPQ, Product Catalog, Order Management and eCommerce, creating a single integrated platform and real‑time 360-degree customer view. The solution automated online sales and order management (order fulfilment time has dropped by 94%), enabled faster go‑to‑market with product launch time reduced to days instead of months (4 products being launched within the first 10 weeks), and delivered improved efficiency, flexibility and customer self‑service.

Momentum Energy

Natalie Davies

Head of Customer Experience