Case Study: Acea Energia improves customer management and onboarding with Newired

Acea Energia boosts customer management with Newired and 650+ active users

Acea Energia, a leading Italian energy provider, faced the challenge of improving its customer care operators' experience within its Salesforce CRM. They needed an integrated guidance system to provide real-time assistance, eliminate external information searches, and reduce training demands without overhauling existing systems. They turned to the vendor Newired for a digital adoption solution.

Newired implemented their guidance technology, creating informative and automated tooltips alongside 240+ operational step-by-step journeys within the CRM. This solution provided direct information access and efficient workarounds for complex processes. As a result, Acea Energia accelerated customer management for 650+ active users, achieving significant time and cost savings while enhancing knowledge management and process security.

Acea Energia