Case Study: Acea Energia achieves streamlined Salesforce onboarding and faster customer management with Newired

Digital Onboarding with Salesforce Newired as New Companion in Customer Management

Acea Energia, an Acea Group subsidiary and leading Italian electricity and gas provider, needed an integrated, real-time guidance system inside its Salesforce CRM to help Customer Care operators find information without leaving the application, improve user experience without overhauling core systems, and reduce training requirements. To meet this challenge they partnered with Newired for in-app digital onboarding and guidance.

Newired implemented informative and automated tooltips plus operational journeys—deploying 240+ journeys for 650+ active users and generating 400+ tooltip views—to deliver step-by-step instructions, warnings and reminders. The Newired solution reduced time spent on data requests, delivered time and cost savings through efficient workarounds, improved knowledge management and staff training, and measurably accelerated customer management and operator efficiency.

Acea Energia

Simone Falasca

Head of Customer Transformation