Case Study: Dominica Electricity Services achieves a unified customer view and faster power restoration with Sage CRM

Dominica Electricity Services - Customer Case Study

Dominica Electricity Services Limited (DOMLEC) is the island’s primary electricity provider, serving about 75,000 people with a workforce of 200+. As the company grew, fragmented technology platforms, slow information capture and sharing, and inefficient case handling hampered productivity and customer service.

Working with BAASS, DOMLEC implemented Sage CRM to unify customer data and standardize workflows. The centralized system delivers full visibility and accountability across departments, speeds case handling (proven during Tropical Storm Erika when technicians were dispatched faster than expected), and allows quick creation of reports and processes; next steps include a customer self‑service portal and broader rollouts to Power Generation and HR.

Dominica Electricity Services

Jerimie Lavinier

System Analyst