Leading Gas Utility Modernizes Customer and Contract Operations with Salesforce Cloud for a Seamless Digital Experience
Key Highlights
100% digital contracting
Enabled contract generation, redlining, approvals, and eSignature within a fully digital experience.
Single integrated platform
Unified customer, contract, and operational processes through Salesforce, MuleSoft, and DocuSign integration.
Summary
Zensar partnered with the client to modernize customer onboarding and contract lifecycle management through Salesforce Energy and Utilities Cloud (Vlocity), DocuSign, and MuleSoft. The solution streamlined gas connection requests, contract generation, approvals, and system integrations, improving operational efficiency, automation, and customer experience.
Client overview
Powering Hawai‘i’s energy needs with a focus on service and sustainability
The client is the only government-franchised, full-service gas utility company in Hawai'i, serving residential, commercial, and industrial customers across the Hawaiian Islands. Established in 1904, the company manufactures and distributes synthetic natural gas (SNG), renewable natural gas (RNG), hydrogen-blended gas, and propane through an extensive statewide infrastructure.
The company plays a critical role in providing cleaner, cost-effective energy solutions while supporting the state's transition to sustainable energy sources. Serving both utility and non-utility customers, the organization focuses on operational excellence, customer service, and modernization through digital transformation initiatives.
Challenges
Fragmented processes and disconnected systems slowed customer and contract journeys
The client faced operational challenges because it lacked a comprehensive system for managing new gas connection requests, contract renewals, and amendments. Contract management processes for both residential and commercial customers were fragmented, requiring significant manual intervention throughout the sales lifecycle.
The organization also needed to modernize key business processes to meet evolving business requirements across utility and non-utility operations. Limited reporting capabilities, disconnected systems, and inefficient workflows constrained operational agility, reduced process visibility, and impacted overall customer experience.
Solution
Unifying customer and contract operations on an integrated digital platform - Salesforce Energy and Utilities Cloud
Zensar implemented Salesforce Industry Cloud (Vlocity) Contract Lifecycle Management to streamline new gas connections, contract renewals, amendments, and contract generation processes. The solution integrated DocuSign to enable digital signatures and automated contract execution. MuleSoft enabled seamless batch and real-time integration between Salesforce and the Cayenta CIS platform.
Additional enhancements included automated approval workflows, Outlook integration, custom rate generation, customer move-in processes, and multi-template contract generation. The resulting platform unified critical business operations, increasing automation, efficiency, and scalability while improving the customer experience.
Implemented Salesforce Vlocity CLM to automate new connections, contract renewals, amendments, and end-to-end contract lifecycle management.
Enabled electronic contract execution through DocuSign integration, accelerating approvals and reducing manual processing effort.
Integrated Salesforce and Cayenta CIS using MuleSoft, supporting both real-time and batch data synchronization across systems.
Streamlined approval workflows, contract generation, custom rate management, Outlook integration, and customer move-in processes.
Solution enablers
Tech stack
▪ Salesforce Energy and Utilities Cloud (Vlocity)
▪ Salesforce platform
▪ MuleSoft integration platform
▪ DocuSign eSignature
▪ Cayenta CIS
Core capabilities
▪ Contract lifecycle management (CLM)
▪ New connection management
▪ Renewal and amendment processing
▪ Contract redlining
▪ Customer onboarding
Integrations and automation
▪ Salesforce-Cayenta integration
▪ Real-time data exchange
▪ Batch data synchronization
▪ Approval workflow automation
▪ Outlook integration
Reporting and customer experience
▪ Process automation
▪ Customer service enhancement
▪ Analytics and reporting
▪ Custom rate generation
▪ Digital contract execution
Business outcomes
Zensar helped in modernizing the client’s customer and contract management operations through an integrated Salesforce ecosystem. By implementing Salesforce Energy and Utilities Cloud, DocuSign, and MuleSoft, the company streamlined manual, fragmented processes and improved efficiency across customer onboarding, contract lifecycle management, approvals, and reporting.
The solution enhanced automation, reduced request-to-contract timelines, strengthened system integration, and improved data visibility across business functions. As a result, the client gained a scalable, agile platform that supports business growth, operational excellence, and an improved customer experience while positioning the organization for future digital transformation initiatives.
Operational efficiency
Reduced manual intervention across sales and contracting processes
Increased automation across key business workflows
Accelerated customer onboarding and service requests
Customer experience
Streamlined new connection, renewal, and amendment journeys
Improved responsiveness and service consistency
Enabled faster contract turnaround times
Integrated operations
Connected Salesforce with Cayenta CIS through MuleSoft
Improved data accuracy and cross-system visibility
Eliminated disconnected process silos
Business intelligence and growth
Enhanced reporting and analytics capabilities
Improved operational visibility and decision-making
Supported business retention and future growth initiatives
