Energy and Utilities Keynote: How AI Delivers Clean Power at Scale | Dreamforce 2024

Please welcome product marketing lead for energy and utilities cloud salesforce, Elodie Sauter.

Hello, Trailblazers. Hi, everyone. Good afternoon and hello to everyone joining us online. My name is Elodie Soter and I have the honor of being your MC for the next 50 minutes today. Before I. Before I do anything, it's tradition, I want to thank everyone in this room for being here. Your participation here at Dreamforce and your ongoing partnership with us means a lot to us, but also to me. So I don't speak to an empty room, as you might. You know, you will have seen Mark's keynote earlier and we have lots of exciting things to talk about. For the ones of you that haven't been to Dreamforce today up till now, I want to do a massive special, special extra welcome for all of you. You'll see you're here for a real treat. As you might have heard, I have a slight accent. I don't come from the U.S. i come straight from France, which means that I got the amazing chance this summer to witness amazing achievements from Olympics and Paralympics athletes. And being here in this room, it feels a little bit like round two. Watching all of you, I know we are surrounded by people from all over the world. I think we have over 25 countries represented here today. I think we have people from Brazil, Japan, Australia, England. A lot more, actually. Do you mind giving me a bit of a wave? If you're coming from abroad, here we are. So it does feel like it's round two and I feel like I'm here to pass the torch from sports athletes to the elites of energy transition. I'm very excited to see what. What all of you will be achieving in the coming years because as we all know, we have some quite daunting challenges ahead of us. But I really trust that all together, we will really hit our common mission to hit net zero by 2050. So today, to do just that, we will talk about the amazing opportunity that is at the intersection of trust, data and AI and how that can drive tangible business results for you. I am thrilled to welcome the CEO of Alia on stage later to talk to us about how they're driving sustainable engagement in Florence, Italy. Then you'll be able to witness firsthand some exciting demos about all the great innovations that we'll announce to you today, including enhanced field service, connected data and assets, and agent force. And because that's not enough, we also will have the chance to welcome Hubert, Rola and Nione here on stage to talk to us about how they are building Transformative relationships for their customers and their stakeholders. So to get us started and just talk to us about the future of this industry, it's my absolute pleasure to welcome on stage Kelly James, senior VP and general manager for energy and utilities here at Salesforce.

Welcome to you.

Thank you. Can you hear me? All right. Thank you, everybody. Welcome to Dreamforce. It's still day one. We're having a great day so far. I'm Kelly James. I'm our general manager for energy and utilities here at Salesforce, as Elodie shared, and I want to thank all of our first time Dreamforce guests and I want to also thank. There's a big group of folks here who joined us yesterday, actually joined us in person here yesterday for an engaging workshop for energy and utilities customers came in and we worked through some inputs into product direction and all of that. And it was a really kind of great interactive session. And what I want to say about that is the big takeaway is the vibe is different. Like, kind of talking like the kids now, the vibe is different these days. So whereas last year we were talking about our plans and last year we were talking about our pilots, now we're talking about scaling, now we're talking about action. So it's really. It's a different feel. And they kind of told me not to do this, but it's like a let's go or let's freaking go or LFG for those who know what that means. So it's this feeling of we're going. The energy transition is on. And there's some evidence of that. We've got some of that up here. One of my favorites is in 2025. This is the year that renewable electricity generation will eclipse coal generation. And there's evidence across the board of just rapid movement here. Now, are we on track yet for our Paris climates goals? No, we're not there yet. So we still need additional acceleration. But the other thing I'm excited about is that we're at a point now where really decarbonization is the lower risk option. So companies who are driving decarbonization strategies forward that are implementing sustainable action, that are implementing transparency and now compliance, for many of us around the world, all of that is now the lower risk option. And it's also these decarbonization plans are also now the value creation strategy for many companies. So this is how we're differentiating. This is how companies have competitive market differentiation, and this is where we're showing demonstrable value for shareholders and stakeholders. So we're really in the middle of this, three in one transformation. So right there at the heart, in the center, energy transition, decarbonize, decentralize, digitize. And that's compounded too by cross sector electrification. We're talking transport, we're talking buildings, and we're talking big industry. And then the circular economy and the drive for reuse, recycle, and to go full circle and have this be a value creating virtual cycle. These are three intersecting massive transformations and it could be a little bit daunting. And then I'm going to add a force to that. Right, so the AI revolution, cross industry, cross sector, global, global transformation at a scale and a speed that we haven't seen before. For us in this room, there's two sides to this. There's a tremendous challenge and a tremendous opportunity. So on the challenge side, dramatically increasing demand exists already across all of the sectors for electricity and clean electricity. And then you compound that with what's needed to run AI, Right, the data center growth, that's a tremendous challenge as well. But there's an opportunity here as well. The AI transformation, the AI revolutions is taking place, could quite possibly be the key to the acceleration we need across the other three. If we do this well and we do it right, and we combine machine learning that we've been doing for years, many of us, and we combine that with the power of generative AI models to turn that into action, we actually might have the key to accelerating the others at the pace that we need. And we still have some challenges, though. Like this room is full of people who are very smart, who have incredible teams. There's amazing engineers. If it was easy, we would have done it by now.

Right?

And it's not that easy. So we do have a trust gap and we have a value gap. So that is slowing the energy transition. Some of these, some of y' all from Australia back there and others will be familiar with some of these headlines. So there's a gap between where some of us have engaged with our customers deeply and with our stakeholders deeply and, and where others haven't achieved that yet. So we don't quite have the trust and we haven't demonstrated the value to them yet, but we know how to solve this. It's about creating connection and engagement in order to drive that trust and value. It's about really taking our customers, our stakeholders, employees to our operations from the complexities of today and taking them to simplicity tomorrow and creating that feeling of like, what's in it for me? Like, why do I need to do this? What is really gonna be in this for me. Why should I come along? And at the base of that, how we're doing that, how we're trying to help you all do that, is connecting data. Connecting data that becomes the foundation of that transformation, of that move towards deeper trust and more value. That's connecting customer data, that's connecting asset data, that's connecting financial data, that's connecting industry data. And it's not just within your organization, but it's across the ecosystem of companies in service of the stakeholders along the bottom here, in service of your customer, your partners, your suppliers, your field technicians, employees of all of those groups. And that is what the energy and utilities360 is working to do to create that deeper engagement, to create that deeper trust and to demonstrate value across the chain. So that's customer360. It's also stakeholder, supplier, partner 360. It's also field worker and asset 360 and employee 360. Unlocking silos and bringing this all together. So that's our vision, that's what we're working to do here. And we're lucky enough today to have some amazing trailblazers who are already on this journey. So I'd like you guys to give a very warm dreamforce welcome to Alberto Irache, CEO of Alia Servicia. Thank you. Join me. All right. Thank you for being here.

Thank you.

Your first dream force. Yes, yes, yes. You're your first dream force. All the way from Tuscany in Italy. All right. All the way.

All the way.

How about. Let's start just give us a little bit of an overview of Alia and where you are today.

Well, okay. Alia is a leading multi utility in central part of Italy. Tuscany is based in Florence and we serve say 65 municipality, we operating in environmental services, water and energy. So my idea is that basically if we see those services as one, then we can announce efficiency in the services and we can provide growing advantage for users and for the community we serve. And to some extent to boost also the transition from a market perspective. We see Alia aspires, I would say, to be a company that leverage on innovation and that's why we have so many innovative initiatives going on. That's our characteristic, I would say now.

Yeah, it's truly a multi service, multi utility, public sector utility that's really kind of serving across these multiple different business lines and kind of bringing them together, I guess. Could you talk a little bit about that market strategy and where you are there?

Well, we introduced some innovation. One of the that we can consider paradigmatic to some extent is the tariff system for waste. We introduced a system that is replacing the standard flats system based on square meters and so on, like in many other countries based on precise waste management measurement that measure behaviors of customers. It's kind of a more developed way to conceive a pay as you throw tariff. This is a way to reward citizen debt that contribute more effectively in separate waste and to help the company to transform this waste once again in material. You see, I believe that circular transition is a joint mission. Is a joint mission where customer have a central rule customer and businesses have to rethink the way they solve their task in the things they do in a completely new way. And our goal is to become a reference point for this to be. It enables something that enable cities and business to do this step, which is sometimes a tough step. It's complex. And that's why we work so much on citizens engagement.

Yeah, yeah. And that part of that is some of these innovative programs that you've created that are kind of introducing new technologies. I think we have a short video of one of those. We'll play that real fast. Yeah, so make it real and then we'll talk a little bit about that. So let's see if we can cue that.

Genius. The 5.0 dumpster is here to revolutionize waste collection. More cleanliness, more recycling, more innovation and more benefits for everyone. Less pollution, less traffic and less CO2. How? Using cutting edge sensors, artificial intelligence and the cloud. The result of a partnership between Alia Multi Utility and Nord Engineering. This new dumpster opens with an electronic key or by smartphone. It measures and records the volume of every single deposit and associates this to a user, signaling the amount of waste collected and sending an alarm in case of failure or damage. Using these data, our waste collection services can adapt their routes to suit dumpster filling levels, traffic conditions and even the weather, optimizing their collection cycle. A one of a kind digital ecosystem for this sector, which translates as a more efficient waste collection. Lower costs, fewer truck visits and also specific controls against improper disposals as well as incentives and rates that reward the more virtuous users. With Genius, the 5.0 dumpster waste collection just got smarter.

It's pretty cool. Yeah, it's cool.

Yeah. Also, Florence is a nice place, so please come to visit.

Visit Florence, everybody. You were invited. You heard it here. Okay, so it's pretty cool and it kind of incorporates what you were talking about before the pay as you throw tariff. Yeah, yeah.

This is what we call genius. 5.0. But it's a smart bin. The bin in the end is an infrastructure that we can consider as a meter for waste. Is able to track what, where and how people throw things. And in some sense it's a way to conceive a circular economy because it's paradigmatic technology to solve the task. As I was saying before, the bin essentially support two major activity. Improve operation on one side and then and engage customers. Improve operation because allows to. We put some algorithmics on each single bin to. To predict how these bins will fill during the day. So to route to make our routing to collect. We discovered that roughly 50% of the bins are empty when not needed. So there are a lot of efficiency.

To more sophisticated routing.

More sophisticated. So real time routing on the one side. Second measure citizens behavior. And with sales Salesforce, which integrate field activity. We completely designed the way to manage the operation for truck activity. But also thanks to Salesforce also to collect the less frequent waste. So we are going to on demand, for instance for electric waste. We are going to going toward the on demand collection. So we see ourselves as kind of Amazon at the country. They bring things, we take over, we take things away. And now we are talking to translate these in a. In a certificate to make of this operation to an asset with blockchain technology. So that this asset can be can testimony the value of the contribution that customers make for circular economy. So our purpose is to engage more and more customers in this activity because. And we think we can manage also these with partners the one that buy the material with the cycle we have. We have a lot of activity also industrial activity and we believe to follow this value chain. And Salesforce has a crucial role for us because help us to manage along the value chain all the activity.

Yeah, yeah. You're sort of taking that idea of sustainable contribution by businesses and by consumers and creating it into something that creates value for not just your business but but for their business for them. And that could be even monetary value for them directly.

Yeah, yeah. I mean, I believe that digital, I mean digital platform are at the core of this transformation. Yeah, I mean thanks to this innovation we can manage better our operation. We can engage customer, push customer to do better even with the price signal. Because we can reduce the tariff but also improving their affection to what we are doing for the planet. And that's a value that can be announced more and more with technology. Because to get engagement you have to build trust. And trust is only possible where there is transparency. When people know what is going on. And that's the part where we can do a lot together, I believe.

Final thoughts on your vision for Alia in 2030?

Yeah, okay. My vision for Alia in 2030 is my vision about utility. Utility, manage public services, sail energy, sometimes produce energy, manage waste. And we tend to tinker to this segment, one separated to another. But if we do consider that our business will be for 2020, 30, the transition, the circular economy transition, then we can see all those activity as one. If we see as one this activity, then we can discover a lot of activity we can do with customers in bundling activity, bundling purpose between these business and promoting their engagement. And we are working on the digital asset for this because we believe that, you see, accounting does not take in count this value. I believe that utility can let emerge this value thanks to technology. In the value creation equation, we have to add the care for the planet. And this is possible thanks to technology. And I would say I like to think that technology can make a better world. At the end of the day, we hope so. That's one of the things we like to think about ourselves and our collaboration with the Salesforce.

Absolutely, absolutely. We share your vision and we hope to support it very well. So everybody, please, a warm thank you to Alberto and Alia. Thank you, sir. Thank you. All right. As you hear directly from Alberto, Alia is on the path. Right. They are connecting customers, they are connecting stakeholders and they're trying to do this in a way that creates value across the entire chain and they're doing that with Salesforce. So hopefully you all saw Mark's keynote this morning. Yes, everybody saw. Yeah, there's a few nods. Nobody went really. Okay. All right. Well, in case you didn't see it, we have a singular platform across Salesforce. I think that's important and it gets overlooked sometimes. So you have the singular Salesforce platform. I'm going to build this up a little bit from the bottom. We have a layer that all of us here at Salesforce, I'm a product leader at Salesforce, all of us build on this core platform. And the good thing about that is it can inherit all of these capabilities. That's your sharing rules, that's security layer, that's your automation tools, that's your shared data models. And then on that platform, we're now bringing the power of data cloud to enable that integration and that shared data set across your Salesforce application, but also across all of your applications and all of even your ecosystem applications outside of your business. And then on top of that, we have the Power of our applications, our sales, our service, our marketing and our industries. And agentforce is then built on that to take actions. So we're going to talk more about AgentForce in a minute. But what that means is industry smack in the middle there is bringing use cases specific to your industry and trying to provide you on top of the singular platform, faster time to value. And I'm here to announce today a couple of innovations we've done now on energy and utilities cloud. So first up, energy and utilities service apps in winter 25, which is in a month, are innovation ready now on core. So what that means, I talked about core at the bottom. That means data cloud ready. That means AI innovation ready. That means managing large customers and complexity more. And that also means for those of you who know what this means, that also means for service apps on core, no longer a requirement to install a managed package net new out of the box also. And Greg's going to join me here right now so we can take a look at some of this. We are also introducing connected assets across industries and this is connected assets for energy and utilities. So through data cloud, making it easier to connect your energy and utility specific assets, your EV chargers, your smart meters, and bring that data in, reflect that data into Salesforce, not always move it into Salesforce, reflect it into Salesforce in order to take action. So I'm gonna introduce here Greg Slaco, he's gonna take us through a couple of demos here. The first one is gonna show us data cloud and energy and utilities in action with conexit assets. So thank you, Greg, take us away.

Thanks, Kelly. All right, so yeah, let's bring some of these ideas to life, some of the things that Kelly's just been talking about. And so the way we're going to do that is with, so we're looking at the agent console here of a, a multi, a multi service utility in Italy, not unlike Mr. Arachi's Alia. And we've got a clear. And, and if we can, if you indulge me for a while, we're going to be a Salesforce administrator at this, at this utility. And so our call center reps have given us a very, very clear mandate. They're having trouble with customers that are new to electric vehicles and they've bought an electric vehicle and they've bought an electric vehicle charger and associated vehicle charging package from us and they're getting a lot of calls. So what we're going to try and do here is see what we can do with some connected data to see what we can help our call center reps with first call resolution. So, as Kelly mentioned, the key to all of this is data cloud. So what we're going to do here is bring some interval data in from the EV charge point and then we're going to analyze it and see if the charging's happening at optimal time. So I'll walk you through how we do that and how easy it is to do on the platform. So everything in data cloud starts with the data stream. So this is where we represent the external data coming in and then the way that we get that into our data model, Data cloud takes a first pass at it, does a pretty good job. And you can see it's mapped it into our data model here. We only have to come into the screen if we need just to check the work and make any little adjustments if we need to. And so now the data's in there, we can get to the interesting stuff, which is pulling the insights out that are going to help us help our call center reps. The way we do this, it's called a calculated insight and it's the powerful part of data cloud that drives the interesting insights that can help our business. And so what we're going to do here is, is we're going to take that interval data and we're going to extract out, we're going to distill out the peak consumption. So we're going to try and find out if all of the charging that's been happening at the expense of on peak time of day since our description here, it's going to be looking for intervals between nine and five on weekdays. So how do we build that? Well, if you're familiar with the Salesforce platform and the no code approach to the platform tools, and this will be familiar, this canvas here. So we're building our insight and you can see things like this filter here that allows us to extract out our on peak ToU intervals and then we're going to aggregate them up so we can send them back per customer to use in the call center. Then how do we get that back? Okay, so if you saw Mark, Mark Benioff's keynote this morning, flow, doubling down on flow is a very important part of the whole move with Agent force, et cetera. And so what our calculated insight does, every time it's updated, it triggers this flow which moves the data back into the customer's record in enu cloud. So if we go back quickly to back to our call center and looking at the console here and looking at this usage so this is driven directly from our calculated insight and it gives us a bit of an idea. We can see a pattern, I guess, hypothesis or supposition that there may be some charging at expensive time of day going on. The beauty of this is that you can bring in any data. I mean, if you had, you know, solar panel data, battery storage data, heat pumps, et cetera, you can bring that in and serve it up in a way that's going to help with your service use cases. So we'll mash this up shortly in the next demo with some AI technologies to see how we can further help our customers. But before I get into that, back to Kelly for another round.

So that's step one. The idea is we're taking in this example, we had energy and utilities cloud with service cloud, and we are beginning to light up data streams that come from other sources in your company. And with that, it's not just data, it's creating calculated insights. And from there, what we're doing is taking this into Agent Force. So we need to turn that data into action. You saw a little bit of action with flow, but with agent Force. Now, this was announced this morning and the future is agentforce, and the future is agentforce for industries as well. So announced this week, we're activating Agent Force for industries with the data underpinning it, the data cloud capabilities underpinning it. And with some of these actions that we're going to see here, Agent Force for industries means not just sales agents, not just service agents, but it means things like sustainability advisor agents. It means things in the future here, like energy savings agents. It means capabilities that we're building across industries and specific for energy and utilities into Agent Force. So just a little recap, because it sounds like half of y' all didn't make it to Mark's keynote this morning. Go watch it online. A little recap. What is an agent? What does an agent do? What is an agent? An agent has a role. They have a job to do. They have access to data. Data is the knowledge that the agent uses to execute things. Data structured, unstructured. There is an engine in the middle, a reasoning engine, which the next generation of is coming now. And we're seeing incredible increases in accuracy that actions that through generative AI and then the output here is action. So an agent has the ability to take an action. These are skills that the agent has and they act somewhere. They act in a channel. This is awesome. But what does it mean to make this an energy and utilities agent? What is it? What are we able to do to help you. So how AgentForex works for industries is by taking the roles that you need in your business and bringing to AgentForce the data, the enu data needed. So connecting through data cloud, these are things like energy usage that we just saw Greg connect and then taking a set of actions that you're going to commonly need, like your rate changes, like you're enrolling in programs like your booking of a service and giving it the right guardrails as well. So our job is to get you faster time to value for getting you on your way with a library of these actions and these capabilities. And we're announcing right now that we're rolling these out every single release. These are the first ones. First cab's off the rank here that we're going to begin to roll out for energy and utilities specifically that's about billing and energy uses, clean energy advisory and in field service as well. So these are coming and then this will be building a greater and greater library of actions and skills for these agents. Greg's going to bring this back to life now. So back to you. So we've got our data. Back to you. Got our data and now we're going to bring the action to it.

Thanks. Okay, so we're back in our favorite custom here, Florence Fabric Services. And so we're going to think about what other ways or what other data can we activate to help our customers. So they rang up before problems with their bill or suspicion around their bill with EV charger. We'll park that one. I'll get back to it. But they've also got a smart bin. I don't know if It's a Gemini 5.0, but they got a smart bin and it's working well for them. Every time it fills up, they get an alert and they schedule a truck to come around and empty that. It's lowered their carbon footprint because previously truck was coming around twice a week to empty it whether it needed or not. So that's working well for them. But what we can do to make their life even easier is we can actually schedule that on their behalf. And the way we do that is by bringing the events in through data cloud and into enucloud. And so the way we can. So the first thing we have to do is enroll this bin in our program, in our pay as you throw program. And so the way we would have done that historically, I suppose is we would have created a flow or a Omniscript or something like that. For the agent to work through and enroll the spin in the program. But what we're going to do this time is through the power of conversational language, we're using our assistive agent here to actually enroll the bin in the program for us. And it's done that. And we can see so if it's.

Too small to read. What he did was he asked the agent to enroll that bin in this pay as you throw program. And it's executed some checks in the background, it's gone through its process and it's done that.

So we can see the status here has moved to registered, and we're good to go. So let's go and test that. So I've got a virtual smart bin here and very similar to the one we saw in the video before. So what I've done is I've just set an event back to the Salesforce platform, telling it that the. That the bin is more than 80% full. So when we come back over here, we can see that we've received the event. And also at the same time, we have automatically created a service order to go and roll that truck. And that adds a lot of efficiency to our fieldwork situation within our utility. So we've created a lot of efficiency both for the customer no longer having to call in to schedule their truck, but also for the utility as well. And then the other thing that of course, this data coming in from the bin, et cetera, can be integrated into Net zero cloud so that our customer can contract their carbon footprint and report that back to their stakeholders. So I promised that we'd get back to our EV charger and the problems, or at least the suspicion around that high bill. So we're going to do that now. And so as I. And we saw the data come back in and the agent can look at that, see the low profiles, pretty high during the peak times. But rather than just guessing at it, we're going to get our embedded AI agent here to go and have a look at that data, have a look at some statement data, have a look at various other pieces of information around the customer and pull the data and do some analysis. So we're not guessing at that and so we can see it's pretty small. But if the. So what our agents come back here and said, okay, yes, the bill is higher than the monthly average, but the unit rate for the electricity hasn't gone up, so the tariff's still the same, so we're not charging them more. And also, yes, there has been a substantial amount of charging going on at and on peak Time and so this is accounted for an extra 27 odd euros on the bill. So that's a good example of really quick core resolution that agent force allows us to do. So how does that look in terms of how easy is that to put together? Give me one second.

Actually, Greg, why don't we leave it right there just to make sure we have it for time. But for those of you who saw this morning, the demo, what that's doing in the background is it's a prompt builder is being used to then pull from different parts of Salesforce and then across data cloud and even pull from beyond Salesforce to grab insights, to grab actions and then to create the sophisticated calculations that's to going come back for you. So it's both calculations, it's access to machine learning and then it's generative AI in action to put the pieces together and to learn progressively. So that's a lot of what you saw this morning powering the back end. So thank you, Greg. Little hand for Greg here.

Thanks a lot.

Appreciate it. Now I'm going to bring up Javier Argueso, a senior director in our product group to talk a little bit more about the next step here, which is fieldwork and assets. So we're going to look at the 360 there. So Javier, welcome. Thank you. Here you go. Thank you.

Energy transition is now a reality. The progress today is not enough. Energy consumption is going to grow driven by data centers and AI at the same time. We live in a hyper connected society so we need to ensure that our energy infrastructure provides the energy, is reliable and provides the energy that we need. That would require increasing the amount of capital investments we do in energy infrastructure. Just for the sake of illustration, investments in power grids will need to double from here to 2030 and that might need to triple the following decade. That give us a sense of how much we need to increase investments. The only way we can support that is by improving how we do field service. But we are talking about very complex environment. Energy companies want to ensure that they reduce costs or have operational efficiency and increase productivity at the same time. They want to ensure that they keep the safety. The only way they can achieve that is by having the right technology behind to ensure they send the right crew at the right place at the right time with the right tooling and equipment to ensure that they get the job done right the first time. And Salesforce can provide that technology. It doesn't matter whether you are in power grids, in gas or water networks, in oil, upstream, in energy logistics, or Delivery doesn't matter. By providing the rate and the right data information, by automating the workflows and the processes, and by bringing AI, we can ensure that you excel at what you do in maintenance, in construction, in inspections, vegetation management, or even in drone scheduling optimization. How we do that well I'm thrilled to announce our improved Azure Centric field service with improved capabilities around asset management for instance with the Asset health score or the asset and service predictions with AI applied to scheduling and dispatching to improve how you do multi day work, more complex work scheduling with improve and enhance mobile worker capabilities including things like offline dynamic forms, AI or Genai applied to pre work briefings and work summaries and the soon to be released time sim management and labor cost optimization and all of these within the same platform. By applying these capabilities we can help you to ensure that you achieve your operational efficiency while maintaining your safety. There is no better way to understand this than seeing in real action. Over to you Travis.

Thanks Javier.

We on hello.

Cool.

Thanks Javier. Hello everyone. So for our last demo we're going to travel up the road a couple blocks where there is a new neighborhood being built and the developer is ready to connect it to the grid. But the current infrastructure is not up to the task. Although this project is being managed in an external solution, having insights into key data points throughout this process is really important to have this within Salesforce for our team. So we're going to start out on a project. Imagine that I am a project lead working on this transformer upgrade. From this 360 degree view, I have quick insights into data insights, phases of the project and even some work orders. From one of our automatically generated work orders, I have all of the documents and required materials that I might need as part of this project automatically loaded into here. And this is all the data that's going to be available to our field workers when they're out on site. Zooming into our asset, we can see that key data points have already been brought in through our data cloud integration. This is going to allow us to drive predictions, insights and ultimately actions from within Salesforce. Utilizing Salesforce maps and our ESRI integrations, we can merge our work orders and our transmission line layers and this lets us have a holistic view of the work to be done all in one place. And when it's time to release this work out to the crew, our dispatcher can do that from here sending all of that information. So let's fast forward our crew is on site and they're going to start by Logging into the mobile app and confirming some key information like personnel and vehicles on site. Remember how I said all that information from the work order was going to be available to our crew? Everything we've shared with them is now available in here. We even have a quick auto generated pre work brief for them right at their fingertips in real time in the same app. Our crew lead can come in and he can update the progress as they work through the job and they can even do things like complete the timesheets for the entire team. And this includes everything like non wrench time, labor codes, everything that would need to be submitted for that. And all of this goes to drive our rich analytics on the back end. By having real time updated progress reports of where this project is sitting, we can have near real time reporting that lets us analyze cost. It allows us to do benchmarking between work orders and crews, all from within Salesforce. Projects like this take a lot of stakeholders, business units, systems and users, energy and utilities. 360 is bringing data and people together streamlining and driving efficient actions. From Salesforce, back to you Javier Travis.

And now to see this also to hear how this works in real life. And let's welcome to stage Iberdrola and Neo Nergia, part of the Ibergundrola group please. Carlos Luis, Welcome. Thank you for being here with us. Iberdrola is an energy transition champion. They are a market leader in renewable energy and energy grids. They have committed to net zero by 2040. They are putting significant investments both in networks, power grids and renewables. And to achieve that, some of the strategic initiatives that they are launching is operational efficiency and digitalization innovation. Carlos, tell us how you are using technology, specifically Salesforce to achieve or to accomplish those goals and the ambition.

Well thanks Javier. Thanks to have Iberdrola and us here. So as you all can see in the screen, there are a number of projects ongoing in Iberdrola. Iberdrola is present in different countries with different businesses, but just very quickly. In the liberalized retail business we are working with Salesforce to improve communications personalization with customers with a360 division and sales processes. And in the regulated or networks business we're working in two fronts. So improving customer service on one side and optimizing our operations which both join in a 360 vision which we aim. And on this second operational scope we have embarked in a cross country project with field service to implement a new scheduler and mobility tools.

So let's double click on that one. We just Saw some of the capabilities. What have been the challenges of the workforce management implementation that you are doing across the countries and how is technology helping you there?

So from one side on technology, we needed a tool. We provide critical services. We are utility. So we need a tool to connect our teams on site and in the office, to provide visibility of the works, et cetera. We need it to and very important we need this tool to this platform to be scaled up when needed, but also flexible to adapt to every country because every country in the regulated business has different needs, different, different regulations, timescales, even operational models or cultures. So this flexibility is a must. And if I continue, this field service project has been a fascinating but very complex project because it started from a global strategy, then it's been implemented locally, of course, according to the country's needs. And this has had a couple of very useful experiences for us. One is with all this global and local portfolio, stay connected internally and share best practices and project updates has been really useful. On another side, internal communications at all levels, crews to CEO, embark the people and show them the benefits of technology in advance has been really helpful as well for change management. And lastly, a partner with a technology partner, in this case Salesforce. This is typically said, but just to give you a couple of examples, when issues come, ask the expert. They're helping us to build the training plans. They're helping us also to anticipate to innovation to the releases that are coming and even influence those releases through voice of the customer program. So that's been our experience in a.

Glance, in a nutshell. Thank you, Carlos. Now let's bring in full circle back. So you are working on the field service as we heard. But then parallel to that, Neonary already started the 360 project, transforming how you are engaging with customer. Luis, can you tell us a bit more about that?

Sure thing, Javi. Thanks for having me here. Neoenergia's digital transformation started with several smart grid projects and with Digital Connection, which is a research and development project aiming at digital migration. There are several fronts covering this project, but I'd like to highlight the implementation of Salesforce CRM, which consolidates our residential and CNI customers data, and also Salesforce Market Cloud, which centralizes the way we communicate proactively with our customers. Also, we've made some redesigns on our application and our virtual agency under the unified brand of NovaEnergia. And regarding our way to communicate to our customers, we've brought some AI insights from Einstein to select the right message to the right customers at the right time and regarding how can we. Avoid unnecessary field work. And we made some proof of concepts using vra, the video remote assistance in order to also reduce our carbon emissions. And by using that tool we can solve the customers queries in a very educational and remotely we can solve remotely the customer's content queries to avoid some displacements in field and that's the way we are building trust between us and our customers.

Thank you Luis. And now you are implementing field service that will help you to have the complete customer journey supported in one platform. And we can see there some interesting results that you are getting out of this interesting case study. Thank you. Thank you for sharing those. So now let me pass it over to Elodie that is going to bring us back. Thank you for being here with us.

Thank you.

Thank you Carlos. Thank you Louis. Thank you Javier for showing us the power of the connected energy and utilities360 with AI embedded. We couldn't close this keynote without, you know, kind of giving a little bit back. And I'm very proud to announce that we've planted a tree for every single one of you in the room, but also every one of you watching us online as a commitment to reaching net zero together as a community. I also want to take a very quick second to thank all of the trailblazers that will be speaking and sharing their experience in the next coming days. Thanks to all of our partners and most and foremost, thank you to all of you here in this room working very hard every day to transform the energy and utility sector. As I've said, there's more content coming up, lots of stories, so feel free to join us for the next few days as we deep dive into the subjects that we've covered today like data and AI strategy, all of our roadmap and obviously join us on Comm grant to see the demos live with us. Feel free to scan this QR code for energy and utilities agenda. Very quick because I have to pass to the next slide. I think I have to do one final roundup of thank yous for joining us, for listening to us. If I haven't said yes yet, have a wonderful day and happy Dreamforce everyone. Thank you very much.