How We Typically Help

• Build Salesforce around real customer and service workflows 

  • Structuring Salesforce so customer interactions, service requests, field activity, and communication happen inside the platform — not across spreadsheets, email, and disconnected systems. 

• Connect systems, data, and service operations 

  • Making sure customer service, operations, and field teams are working from consistent information across service delivery and infrastructure. 

• Turn Salesforce into a system of execution 

  • Embedding service workflows, approvals, and operational processes directly into Salesforce so work progresses consistently without manual coordination. 

Common Situations We Step Into

Utilities organizations typically come to us in one of three situations: 

1. New Salesforce implementations 

For organizations implementing Salesforce for the first time, the priority is getting the foundation right. 

We work with you to: 

• Define how customer service, service requests, and field operations should operate inside Salesforce 

• Design data models for customers, accounts, service locations, assets, and service activity 

• Structure workflows for case management, work coordination, and service delivery 

• Integrate Salesforce with billing, asset management, and operational systems 

• Deliver reporting that connects customer activity, service operations, and performance 

This is usually a strong fit for teams that want to get it right from the beginning, instead of rebuilding later. 

2. Recovering and stabilizing existing Salesforce environments 

For organizations where Salesforce exists but service and operational work is still happening outside the system, the focus is getting things back under control. 

We work with you to: 

• Understand how customer service, field activity, and operations are actually being managed today 

• Identify where workflows break down or are handled manually 

• Reconnect processes so work flows end to end inside Salesforce 

• Clean up data models so reporting reflects real service activity 

• Start making steady, visible improvements 

This tends to work best for organizations that are ready to simplify and fix what’s there — not just keep adding more on top. 

3. Expanding Salesforce as a platform 

For organizations where Salesforce is already in place, the focus shifts to extending it across more of the organization. 

We work with you to: 

• Extend Salesforce across field service, asset-related workflows, and customer operations 

• Introduce structured processes across service delivery and communication 

• Improve reporting across customer activity, service performance, and operations 

• Replace inconsistent processes with something repeatable across teams 

This is typically where Salesforce starts becoming part of how the organization operates, not just something a customer service team manages. 

AI and Automation in Utility Workflows

A growing part of our work is applying Salesforce AI and automation to real operational processes. 

This includes: 

• Routing and managing service requests and cases 

• Automating communication and follow-up with customers 

• Supporting field service coordination and scheduling 

• Reducing manual effort across customer and operational teams 

• Keeping service delivery moving without manual intervention 

The focus is always practical — applying automation where it improves responsiveness, service quality, and operational visibility. 

Our Delivery Model

We typically work with organizations in one of two ways, depending on internal structure. 

In many utilities, systems are fragmented across customer service, field operations, and infrastructure teams. We work differently — the same people who design the solution are the ones working with you throughout. 

Acting as Your Salesforce Team

For organizations without dedicated Salesforce leadership: 

• • Take ownership of Salesforce across customer and operational workflows 

  • Align it to how services are delivered and managed 

  • Define and manage what gets built and when 

  • Coordinate across systems and teams 

  • Deliver implementation, enhancements, and ongoing improvement 

This creates a single place where responsibility sits. 

Acting as a Strategic Salesforce Partner

For organizations with an existing team: 

• • Work alongside your team on the parts that are slowing service delivery down 

  • Lead specific initiatives or problem areas 

  • Fix areas that have degraded over time 

  • Deliver work without adding more layers 

This tends to work best when teams want support where it matters, without changing how they’re structured. 

Handling Growth, Regulation & Complexity

Utilities operate in environments with increasing demand, aging infrastructure, and strict regulatory requirements. 

We support: 

• Growth in customer base and service demand 

• Changes in regulatory and compliance requirements 

• Standardizing service delivery across teams and regions 

• Integrating new systems and infrastructure tools 

• Improving visibility across customer service, assets, and operations 

We also support transformation scenarios, including: 

• Aligning operations across regions and service areas 

• Consolidating data across systems 

• Standardizing how service and infrastructure are managed 

This usually works best for organizations that want to simplify through change, not carry forward every variation. 

How We Work

Whether implementing, fixing, or expanding Salesforce, the approach is the same: 

• Make it reflect how your business actually needs to operate 

• Keep it aligned as things change 

We’ll also tell you directly when something isn’t working — including when the right answer is to simplify or remove what’s already been built. 

Our Accelerators

Fostering has delivered many successful Salesforce Implementations and Enhancements for banking clients.  This means we've solved many of the challenges that you might face - an overview of some of the technical solutions we've deployed is available here.