Best Practice

MS Dynamics CRM

gorelate

VERBUND x gorelate: Data protection tools as a solution for GDPR requirements

09. January 2025

Hannah Zembacher

The energy company VERBUND uses the gorelate data protection tools as part of its CRM system: With Microsoft Dynamics 365 and the gorelate add-on, legal requirements for the GDPR are now efficiently fulfilled and requests for information are processed automatically. The result: significant time savings and noticeable relief in day-to-day operations. Clemens Brandstötter from VERBUND provides insights into the project.

Translated with DeepL.com (free version)

Insights into the project

Starting point & decision to collaborate with gorelate

VERBUND Energy4Business already had a CRM system installed, but used it mainly for documentation purposes – the work processes as such were not mapped. Therefore, the project starting point for the project was to find a new CRM that would covers the entire sales process and supports users in their work. Tobias Haberler, System and Applications Manager at VERBUND, explains: "We carried out a proof of concept and a market analysis – in the end, the decisive factor was that Dynamics 365 delivered the best overall product for us." For Thomas Winkler, Product Manager at VERBUND and in charge of requirements management for this CRM project, the software’s main benefits are its flexibility and versatility: "All automation processes that help our users to move forward in digitalisation work great with the system." There were several reasons for choosing gorelate as implementation partner: "In the beginning, we had to rely on recommendations as we did not have any experience. In addition, local proximity played a role and the fact that with gorelate we had the chance to work with people who clearly already had experience in the energy sector," says Haberler.

The implementation

In close coordination with the CRM project team, gorelate mapped a large proportion of the sales processes in Dynamics: "We created business process flows for the different product groups to support the users, from the preparation of offers to the closing of contracts," says Marie-Luise Zwischenberger, Consultant & gorelate lead for this project.

Preparation of offers

VERBUND Energy4Business GmbH is active in B2B energy trading, with a significant share of its operations consisting of the marketing of electricity from renewable energy generation plants. Almost all of this product family has already been mapped in the CRM via a business process flow and is processed there by the sales team. This includes, for example, the pricing process: for example: when the sales team wants to create an offer, all the data required for the price calculation must first be entered into the CRM. Via the interface to the pricing tool, the data is passed on at the push of a button. After calculation, the prices are returned to the CRM to ensure that they are included in the offer. “The different stages of the business process flow. check, it is verified whether all the data for the next process step is available, for instance data which will then be needed by the pricing tool,” explains Marie-Luise Zwischenberger.

Use of Data Protection Tools

The data protection tools support VERBUND in complying with legal requirements and in the area of compliance management. The visual representation of the data model is particularly helpful, allowing personal data to be identified quickly. The tools are also used to efficiently document data processing procedures. Another key feature is the reporting function: when customers request information, all stored data can be retrieved at the touch of a button. This has significantly reduced the time required compared to previous manual processes - a saving of around 70 to 80 percent.

Further development & optimization

DPT is constantly being developed and optimized. New processes or customer data not previously taken into account are gradually being integrated. Colleagues from other departments are also already showing interest in this solution, meaning that the concept is regularly presented. The team is currently in a phase of continuous refinement in order to further improve its use.

„For our project, gorelate has been a real godsend and I wouldn't want to do without our cooperation. We can talk to the implementers personally. gorelate has expertise in many very helpful areas. And most importantly, we have built up a good personal relationship."

Tobias Haberler, System and Applications Manager VERBUND Energy4Business

About VERBUND Energy4Business

VERBUND Energy4Business GmbH is VERBUND's central trading platform and one of the leading electricity traders in Europe. Within the group, power trading represents the interface between generation, distribution and the wholesale market, and is a central energy hub.

Tobias Haberler, System and Applications Manager VERBUND Energy4Business

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