After arranging all our data systemically, we were able to optimize procurement and sales. At the same time we improved work processes and client communication. Our end of the year results only confirmed our efforts as we were successful in increasing the DIP.


Our client was a modern and dynamic electricity distribution company. Their mission is based on:

  • A professional and innovative marketing approach
  • Raising awareness on energy saving
  • Creating satisfaction in customers, owners and employees

The company’s vision is to act in an optimally efficient way in procurement risk control and electricity trade and sales. Such orientation is reflected in their above-average performance in this industry, and at the same time the company demonstrates its responsibility towards the environment by procuring electricity from renewable sources, and with solutions to reduce consumption.


The sales department was slow and inflexible in preparing offers, which meant that the procurement of electricity could not be planned appropriately.

Within a company, an offer is the basis which enables contracts to be finalized, and must follow the quickly changing prices of electricity and its consumption. Due to its de-centralized and manual processing of prices and consumption diagrams, the sales department was slow to respond, which caused customer churning to the competition.

The process was additionally complicated by inconsistent entry data from measuring points where compliance with real electricity consumption must be inspected periodically, to search for possible anomalies in measurements, substitute missing measurements and appropriately forecast future consumption. Due to this, future consumption could not be estimated, and consequently the ability for procurement planning was impaired. Therefore, the ultimate cost of procured electricity was not optimal, causing a reduction in profit. To develop its business possibilities, the company needed an IT system allowing to collect, connect, overview and utilize data from all business departments.


The company decided on the XCRM due to the high flexibility of the system in the integration of various system modules. XCRM is able to monitor problems of different work areas comprehensively and in one place, and uses a unified system to join all various aspects of business operations, for example:

  • Ensuring and controlling quality of source data
  • Establishing logical connections between data and content areas
  • Overview and administration of all data on customers and suppliers
  • Comprehensive sales support (campaign, offer, contract)
  • Comprehensive support for procurement and analysis
  • Adding additional modules with external function to support CRM processes


XCRM collects, parses, enriches, sorts and presents all existing data on customers and suppliers in one place. The transparent and comprehensive insight into the system of sales and procurement is the added value directly enabling the user to work efficiently. In the XCRM system, the user can analyze and check the results on various levels, and simultaneously examine a detailed calculation of deviations.

  • Faster calculation of electricity sales price
  • Automation of electricity wholesale
  • Optimization of electricity procurement
  • A unified system of customer and supplied data collection, viewing and editing
  • Analysis and monitoring of user portfolio
  • Introduction of user e-portals for retail and corporate users


Through the reorganization of work based on the introduction of the new XCRM system, the company gained:

  • An increase in their annual DIP due to the optimization of procurement and sales
  • A reduction in operating costs due to the accurate planning of energy consumption and procurement
  • An increased intensity of direct work with customers due to the automation of work processes
  • The ability to design individually tailored offers based on records about customers and their past and expected future consumption
  • An increased number and activity of customers due to the fast response to the inquiries
  • An increase in retention and recovery rate due to the analysis of customer data allowing for more homogenous sale segments and more efficient planning of marketing activities
  • An increased level of customer satisfaction due to the introduction of user e-portals with all current information freely available, and enabling simple two-way communication


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