Salesforce Energy and Utilities Cloud
Utilities customer information systems (CIS)
Utilities software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$250 per user per month
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What is Salesforce Energy and Utilities Cloud
Salesforce Energy and Utilities Cloud is an industry-focused CRM and customer engagement platform for energy and utility providers built on the Salesforce platform. It supports customer service, sales, field service coordination, and digital self-service journeys, with data models and workflows tailored to utility use cases such as service requests, move-in/move-out, and outage-related communications. The product is typically used by customer operations, contact centers, and service organizations and is commonly integrated with utility back-office systems for billing, metering, and customer information.
Strong CRM and case management
It provides mature customer service capabilities such as omnichannel case management, knowledge, and workflow automation on a widely used CRM platform. Utilities can model customer interactions, service requests, and communications in a single customer engagement layer. This is particularly useful when the organization needs consistent service processes across call center, digital, and field-facing teams.
Utility-specific data model
It includes industry data models and process templates designed for energy and utility scenarios, reducing the amount of custom object design compared with a generic CRM deployment. The model supports concepts such as accounts, premises, service points, and service agreements in a way that aligns with common utility operations. This helps standardize customer and service context across channels when integrated with operational systems.
Ecosystem and integration options
The product benefits from Salesforce’s broader platform capabilities (automation, analytics, APIs) and a large partner ecosystem for implementation and extensions. It commonly integrates with billing/CIS, outage management, and meter data platforms to orchestrate customer-facing processes without replacing core systems. This approach can be advantageous for utilities that want to modernize engagement while keeping existing back-office applications.
Not a full CIS replacement
While it supports customer engagement and service processes, it does not function as a complete utility CIS for billing, rating, and regulated revenue operations. Utilities typically still require a dedicated CIS/billing platform and must integrate the two for end-to-end processes. Organizations evaluating it as a CIS should validate which functions remain in back-office systems.
Integration and data complexity
Delivering a unified customer view often requires significant integration work across CIS, meter data, outage, and asset/field systems. Data synchronization, identity resolution, and event-driven updates can add architectural complexity and ongoing operational overhead. Implementation outcomes depend heavily on integration design and data governance maturity.
Cost and implementation effort
Licensing and implementation costs can be material, especially when multiple Salesforce clouds and add-ons are required for utility scenarios. Configuration and customization typically require specialized Salesforce skills and utility domain expertise. Long-term total cost of ownership can increase if extensive custom development is used instead of standard industry components.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Energy & Utilities Cloud Service | $250 USD/user/month (billed annually) | E&U Data Model; Smart Utility Service Console; Self-Serve Portal & Insights. "Try for free" trial available. |
| Energy & Utilities Cloud Sales & Service | $300 USD/user/month (billed annually) | Revenue Cloud Advanced for E&U; Clean Energy Program Management; Grid & Network Connection. "Try for free" trial available. |
| Energy & Utilities Cloud Agentforce 1 Service | $700 USD/user/month (billed annually) | Includes Agentforce for E&U, Customer Community, Salesforce Scheduler, Digital Engagement, Service Voice, Slack; includes Flex & Data Cloud Credits. "Try for free" trial available. |
| Energy & Utilities Cloud Agentforce 1 Sales | $700 USD/user/month (billed annually) | Agentforce for Sales, Performance Management, Scheduler, Digital Engagement, Slack; Flex & Data Cloud Credits. Contact sales for full details. |
Seller details
Salesforce, Inc.
San Francisco, CA, USA
1999
Public
https://www.salesforce.com/
https://x.com/salesforce
https://www.linkedin.com/company/salesforce/
