Optimized sales processes and better customer care thanks to CRM D365

Efficient sales processes from the cloud for the deregulated energy market. To provide BKW with added value, a group-wide integration-ready customer relationship management project was launched under the name of futureCRM.

BKW is an international energy and infrastructure company that provides integrated holistic solutions for the energy, building and infrastructure segments.

Initial Situation

With the energy industry facing various major challenges, a positive customer experience and efficient development in the market are becoming all the more important. While it should be possible to offer tailor-made solutions, it is essential to properly understand the customer and their requirements first.

The BKW Group is also aiming to establish a coordinated market presence so that it can present a more efficient and more professional image to its customers.


The solution is the customer relationship management solution futureCRM, which is based on Dynamics 365 and SharePoint. This system has enabled BKW’s core sales processes to be optimized and the specific goals to be met. Users are led through the sales processes efficiently, while the companies belonging to the BKW Group that are working with futureCRM can now coordinate their market presence with each other. This solution enables customer requirements to be determined and addressed accordingly. As a result, customers receive comprehensive solutions that are tailored to their exact needs.

customer insight


  • By launching the solution in Microsoft Cloud, the BKW Group saves on valuable internal IT resources.
  • Customer requirements are identified more quickly, BKW can actively respond to them, and the customers themselves receive all-in-one solutions.
  • This paves the way for a coordinated market presence for the BKW Group.

Markus Eberhard

Head of Digital Business | BKW

«As well as helping our customers gain a deeper understanding, benefit from more efficiency and receive optimum support, our CRM system enables the BKW Group to maintain a consistent market presence.»

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