Environmental, social, and governance (ESG) requirements are posing new challenges for organizations of all sizes across all industries. The strict regulatory requirements on the part of the legislator are transforming sustainability measures from a "nice-to-have" to a "must-have". Customers demand sustainable actions and express a willingness to pay higher prices for sustainable solutions, including service processing.
Sustainability perhaps represents the biggest megatrend of our time and calls for a fundamental transformation of the economy and organizational structures. In this regard, ESG has evolved from a risk and compliance issue to a driver of value generation. If implemented effectively, sustainability creates opportunities for growth, profitability, and higher stakeholder value.
Our solution for this concern is the usage of the Salesforce Net Zero Cloud. This cloud solution enables the reinforcement of sustainable actions, increased awareness of sustainability as a key topic, and transparent monitoring.
The following added values can be created thanks to the Net Zero Cloud:
1. Efficient carbon accounting: The consolidation of collected data from other modules into a holistic platform allows emissions to be tracked and made available for audit reporting with the help of precise data analyses.
2. Identification of tangible climate actions: The ability to analyze data in real time facilitates the derivation of sustainable action measures designed to achieve the climate targets most effectively. Further, the status quo of the climate targets can be tracked and optimized by new measures.
3. Generation of new business values: The data visualization and integration into a central dashboard offers potential for optimization of the existing business models with regard to a customer-centric and technology-based strategy. Moreover, the data offers new commercialization potential for the external departments of marketing, sales and customer service. This holistic approach promotes responsible action, which has a positive impact on the reputation among the relevant stakeholders that can result in a long-term competitive advantage.
The Use Case:
The sustainability-conscious customer Jennifer is using the app of the household appliance supplier ACME to keep up to date with the status of her household devices.
She is notified via the app that an error message has occurred regarding her washing machine. By logging into her customer portal, she is able to find more information about this error message with the option of using a self-service solution in the form of a chatbot. As she cannot solve the problem herself, she can also request a service appointment in the support section of the customer portal. Here, Jennifer can choose between the regular earliest possible service appointment or a sustainable earliest possible service appointment. The latter approach is based on selecting the service technician who is geographically closest to her for the service appointment. This allows Jennifer to make a sustainable contribution by reducing CO2 emissions of the technician due to the shorter travelling distance.
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