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MPower Energy

MPower Energy is an energy services and solutions company which merges the power of the general energy grid with the flexibility and services of a private ESCO. Today it is one of the highest-rated energy providers in the tristate area, directly purchasing and supplying energy to thousands of residential and commercial clients. MPower had adopted Sugar Professional as a CRM system to keep track of all its Accounts, Contacts and to manage cases.

Challenges

On a daily basis, MPower received 7 different types of cases which had completely different natures and were dealt by different teams. In Sugar, out the box, there is only one case module which was unable to cater to MPower’s different case types. This caused discrepancies in invoices, billing, and approval/rejection requests, to name a few. MPower needed a powerful Case Management solution along with other modifications and workflow automations in the system to integrate their business processes with the CRM. After some discovery sessions with MPower, Rolustech suggested customizing Sugar.

Solution

  • Developed modules for each case type and the ability to assign them to suitable team.
  • Implemented workflow automations that created events whenever a case status updated and created tasks for customer reps and notified customers of case resolution via email.
  • Customized Accounts module to include more fields and improved its search feature.
  • Developed Customer module that associated several different accounts with a customer.
  • Tweaked Invoices module to include more fields and improved filters.
  • Customized History module to include new category events to it. Added role-based controls.
  • Customized History, Customer and Accounts Module subpanels to only show relevant cases.

Results

Once the case management and accompanying system was customized according to the exact requirements of MPower, the system became much more adaptive and solved much of the problems that MPower faced initially. Hence their team experienced much more productivity and efficiency. The relationship between the MPower and Rolustech continues till date and both teams look forward to enhancing the capabilities of Sugar for MPower’s other business units

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