Case Study: Centralschweizerische Kraftwerke AG achieves digital transformation into a technology company and boosts cross-selling with Microsoft Dynamics 365

From energy supplier to technology company

Centralschweizerische Kraftwerke AG (CKW), the largest energy supplier in central Switzerland with more than 200,000 customers, is transforming from a regional electricity provider into a technology company. To support broader product offerings and more complex customer interactions—while enabling growth through cross-selling and up‑selling—CKW needed a single, user‑friendly CRM to replace a legacy system that couldn’t present complete customer or product information.

CKW selected Microsoft Dynamics 365 for its future‑proof, integratable, out‑of‑the‑box capabilities and rolled it out using an agile, step‑by‑step approach. Early results show positive feedback: better customer data consolidation, improved visibility of cross‑sell opportunities, and a growing 360° customer view. The rollout continues across business lines with plans to expand functionality, leverage social and IoT data, and scale growth domestically and into Europe.

Centralschweizerische Kraftwerke AG

Thomas März

Head of Private and Business Customers