Introducing the Full Mock Scenario: Packt Lightning Utilities

Packt Lightning Utilities (PLU) is a European utility company that serves cities across Germany, Italy, France, Portugal, Belgium, and the UK. PLU operates in 40 cities. They offer services to both B2C customers (residential) and small and medium B2B customers. They offer a wide range of services related to electricity and natural gas distribution. They currently serve more than 6 million households and over 700,000 small business accounts.

PLU has been struggling with its existing CRM solutions for many years and, as a new strategic movement, has decided to switch to Salesforce. PLU is looking to use its new CRM to launch a new set of unified global sales and service processes. This is part of a bigger digital transformation that PLU is undertaking to become a more customer-centric organization.

The new services should offer the most modern customer experience and maintain an overall low-cost-to-serve operating model...