In past years, Eesti Energia, a company that operates in 20 markets and employs thousands of people, has made a 180-degree change in how they use CRM (customer relationship management) across the organization. As a result, Eesti Energia is now on their way to embracing the full potential of a modern CRM ecosystem.
Gone are the days when CRM was just a sales tool. Today, CRM is a complex ecosystem that creates value across a modern organization. But how to get there? Together with Nortal, Eesti Energia went through significant changes in how they use their CRM. Now, the company has a unified sales process and customer journey flow that work across all of their markets and departments. The transformation was not easy and involved a great deal of effort.
In our latest podcast, Kristina Siil, Eesti Energia’s CRM evangelist, and Juri Dushko, Head of CRM at Nortal, share Eesti Energia’s ongoing evolution and the challenges they face while implementing their digital transformation from Excel to a modern, cloud-based CRM ecosystem.
Hosted by Liis Kängsepp.