VIVI energia: listening, local presence and innovation for growth
Cluster Reply has supported VIVI energia in the redesign and optimization of marketing, sales, and customer service processes with Microsoft Dynamics 365 Customer Service and Customer Insights.
#Energy
#Microsoft Dynamics 365
#Customer Service
#Sales and Customer Insights
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Synergy and innovation for an evolved and omnichannel customer journey
VIVI energia, thanks to the support of Cluster Reply, redefines its marketing, sales and customer service processes with Microsoft Dynamics 365 Customer Service and Customer Insights: thanks to unified data, real-time insights, and a single view of the customer, the solution seamlessly integrates multichannel capabilities and the management of vertical market processes.
From the first contact to post-sales support, faster flows and targeted communications across multiple channels reduce response times and increase customer satisfaction and loyalty, ensuring a consistent and personalized experience at every stage of the customer journey.
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The scenario
Towards a unique customer vision
VIVI energia is among the leading independent operators in the sale of electricity, natural gas, energy efficiency solutions for both households and businesses, and connectivity services (fiber and telephony). The company presents itself as a trusted partner for all home-related needs.
The company needed a reliable partner to carry out a digitalization process that would enable a unified and integrated view of data and processes, overcoming silos between the Sales, Marketing, and Service functions in order to unlock synergies, improve efficiencies, and ultimately ensure customer has a consistent, modern, and effective experience in their interactions with VIVI energia throughout their entire lifecycle.
the challenge
Align strategy, data, and processes
Transforming processes and data into an integrated ecosystem, to create a consistent and truly personalized customer experience; a challenge overcome through a close collaboration starting from the sharing and discussion of strategies, to the collaborative design and refinement of solutions up to their implementation and operational use in production.
what we have done
From complexity to a unified model
Cluster Reply supported VIVI energia through a sprint-based journey, transforming the complexity of processes typical of the energy & utilities sector into a uniform and shared model. All channels (stores, contact center, web, and app) and the different company teams have been connected into a single central ecosystem, where key operations such as activations, switches, transfers, and contractual changes are managed smoothly and in compliance with regulations.
Reserved Area
The new Reserved Area, accessible via iOS, Android, and web apps, has become the daily reference point for customers: within it, customers can monitor consumption trends, view bills in detail and make payments, receive alerts about upcoming deadlines, locate the nearest store using the store locator, and much more.
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Sales funnel
The “Sales Funnel” has been revised and standardized with the aim of making the subscription process for new customers more intuitive, clear, and faster, lowering potential “barriers” and allowing VIVI energia to adopt a unified approach to its various services (Electricity, Gas, Telco, VAS) and to support the introduction of potential future services.
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Cloud-native integrations
Integrations with external systems and various providers have been fully implemented in the cloud, through the adoption of a modern, modular, and flexible architecture designed to ensure high levels of scalability, security, and operational continuity over time. This also facilitates the future evolution of the platform and the introduction of new features.
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Change management
A progressive and planned release, accompanied by structured change management activities and a careful data migration process, has favored a rapid and conscious adoption of the solution by users, while also contributing to reducing impacts on daily operations and ensuring continuity and efficiency throughout all phases of the transition.
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the solution
Everything connected, everything simpler
The transformation of VIVI energia has resulted in an integrated platform based on Microsoft Dynamics 365 Customer Service, around which a scalable and secure cloud ecosystem has been built. Data and processes have been centralized, connecting different teams and streamlining the management of key operations such as activations, switches, transfers, and contract variations.
To complete the experience, the platform has been enhanced with targeted integrations and features that enable an end-to-end approach and a consistent customer journey.
Behind every digital transformation, there is always the value of people. Together with Cluster Reply, we rethought our processes and placed the CRM based on Microsoft Dynamics 365 at the center of the organization, creating an integrated ecosystem that brings together marketing, sales, and customer service.
From this solid foundation, we have extended the digital experience with the new Customer Area, mobile apps, and finally, the standardization of the sales funnel.
The result? A single view of the customer, faster response times, more relevant communications, and stronger data governance. A special thanks to Cluster Reply and all the teams for the collaboration and commitment that made this journey possible.
Stefano Galbiati
Director of Digital Innovation & IT - VIVI energia
The benefits
Efficiency, speed, and customer experience
The transformation carried out with Cluster Reply, through the adoption of Microsoft Dynamics 365, has generated tangible and measurable results, increasing internal operational efficiency and, at the same time, significantly enriching the experience offered to customers.
VIVI energia, based in Roncadelle (BS), is one of the leading independent operators in Italy in the sale of electricity, natural gas, energy efficiency solutions, and connectivity services (fiber and phone). Founded over twenty years ago, it stands out for its service quality and attention to the needs of families, businesses, and territories, so much so that it has been listed, for the third consecutive year, among the Sustainability Leader companies.
VIVI energy serves about 400 thousand customers including families, condominiums, and businesses and operates 28 stores across Italy. A path of growth and solidity also confirmed by the public credit rating confirmed at A2.2 by Cerved Rating Agency, in December 2025.
Innovation, listening, and strong local presence are the drivers of growth that have led VIVI energia to consolidate its position among the main independent operators in the market, with an integrated approach to customer needs. The recent acquisition of PlanGreen has also strengthened the energy efficiency sector, creating with VIVIesco a hub with experience also in the development of large-scale public projects and Renewable Energy Communities (REC).
The goal of the VIVI Group is to provide a 360° response to the domestic needs of its customers: in fact, the company has been pursuing a transformation journey for year, evolving from a simple service provider into a facilitator of the energy transition.