PwC and Salesforce

Running one of Salesforce’s largest global implementations helps PwC accelerate and grow strategically, strengthen employee and client experiences synergistically, and continually evolve to lead in new opportunities.
Learn how

Salesforce’s industry-leading Customer Relationship Management (CRM) platform, combined with PwC’s deep expertise, global reach and industry specialisations support organisations to connect with people in more meaningful, profitable and customer-centric ways.

Together we focus on transforming today’s businesses by applying our collective experience, expertise and capabilities to optimise value and deliver lasting results.

We love transformation. Our motivation stems from the knowledge that we’re solving the most important problems for our clients. Every day is different and together with Salesforce we can help you optimise your operating model and become future fit, today.

We go beyond the technology. We take a holistic view of transformation, integrating strategy and operations to increase productivity and growth. We then embed new ways of working and uplift capabilities end-to-end.

We build, embed and operationalise industry specific solutions. We build on the Salesforce platform to power your future, bringing together deep industry experience, a human-centered approach and proven technology capabilities to meet the specific challenges of your industry.

How we can help

We unlock the value in technology and people.

Becoming future-fit requires more than just applying new technologies to existing ways of working. Future-fit organisations leverage both their human and digital assets to reimagine how they operate, create value and drive growth.

We bring industry and sector expertise to deliver demonstrable, sustainable outcomes.

Our industry-specific solutions give you the platform to build internal capabilities, allowing your organisation to set its own pace of change.

We deliver faster.

Our teams comprise industry specialists and technology experts, with deep sector knowledge and Salesforce certifications across the board. We are ready to hit the ground running with you and accelerating your adoption of new capabilities.

We prioritise acceptance.

Transformation can be a challenging process for your people. We maintain a focus on culture and change management in all of our projects, resulting in high rates of organisational acceptance and user adoption.

We uplift your team’s capabilities.

We help your teams learn and grow throughout your transformation journey, developing new skills and capabilities.

We reduce risk.

We work with you to co-develop solutions that are robust, reliable and recognised because we draw from the learning and experience of our global teams, IDC MarketScape named us a leader in Salesforce implementation services.

We take a human centred approach.

Our success with technology stems from our delivery of real outcomes for people. We draw on the experience of our market leading Human Centred Design and change and transformation teams to ensure solution longevity and long-term competitive advantage.

Explore our solutions

Our end-to-end digital experience solutions provide modular and pre-integrated capabilities that support a 360-view of citizens, while enabling departments to implement policies and deliver services with less friction.

We empower higher education providers with a connected 360-degree view of the student cohort, from prospects to alumni. Our advanced digital capabilities support the delivery of the entire higher education value chain.

Our strategic capabilities and solutions drive de-carbonisation, inclusion, equity and resilience for people, organisations and communities.

We deliver a more connected experience for patients, clinicians and providers throughout the health ecosystem, supporting better care delivery in the moments that matter.

We provide digital customer-centric solutions that allow energy and utility organisations to overcome operational and functional barriers, creating differentiated value for their customers.

We help financial services institutions navigate rapid technological and regulatory change by reimagining the digital experience. Our combination of innovation, technology and people help you meet evolving customer expectations of experience, engagement and choice.

Our solutions help organisations leverage advanced marketing technologies and customer data platforms to deliver personalisation at scale and address growth agendas.

Read about our client work

Collaborating with Salesforce and Gorilla to build the foundations to scale for the future

A leading Australian electricity generator and retailer of gas and electricity with more than one million residential, business and industry customers found that customer needs, wants and preferences were shifting away from traditional channels. With the energy environment changing rapidly, the organisation needed to plan and prepare for increased competition from new energy retailer market entrants. Seeking to lead the market with innovative products and to differentiate through innovative customer experience, the organisation embarked upon a business system transformation.

PwC was engaged together with Salesforce and Gorilla to design the roadmap and foundation for the organisation’s digital transformation. With an initial release focusing on a customer experience platform that delivered an improved user experience and increased pricing efficiency, the organisation is continuing to accelerate towards a digital future in collaboration with PwC, Salesforce and Gorilla.

From business case inception to market-leading intra-day pricing and omni-channel support

PwC was engaged early as a trusted partner to develop the business case for the organisation’s transformation. Proposing a de-risked approach that focused on frequent small releases and early wins, the organisation was well positioned to test the capability of the solution before scaling it further.

The organisation commenced its transformation with a first release in the first year focused on delivering a fully integrated Salesforce platform to improve customer service and increase business efficiency. As an early adopter of Salesforce Energy & Utilities Cloud, it was critical to test and learn while delivering tangible results. With significant outcomes in the first release, including an enhanced pricing engine that reduced time to quote from two days to two minutes, the organisation endorsed the continuation of the transformation.

Following the success of the first release, the organisation turned its attention to scaling up customer volumes and developing modern integrations to existing systems. Key capabilities currently in development include automated sales and service journeys, guided processes, social engagement with customers, and self-service through Salesforce Experience Cloud.

The organisation is now well advanced in achieving its customer centric mandate. Milestones already achieved include the delivery of a single view of the customer, improved compliance with regulatory obligations, and marketing journeys that guide new ways of working. With more milestones on the horizon, including the safe retirement of the existing SAP CRM, the future is bright for this energy organisation.

Te Hau Ora O Ngāpuhi (THOON) opens up new level of care with Kaupapa Māori approach

Te Hau Ora O Ngāpuhi (THOON), established in 2015, supports whānau (families) within their community in Northland to access the services they need while also providing a range of health, social and community housing services. These include distribution of food packages, COVID-19 call centre and vaccinations, reconnecting tamariki (children) with whānau, and supporting whānau with housing.

Following 18 months of exponential growth, THOON found its disparate technology landscape was constraining its ability to deliver whānau-centric services and engage effectively with the community. THOON engaged PwC New Zealand to co-design a transformational service management system, guided by Tāroa Tūturu (values) and Kaupapa Herenga (guiding principles), with the ultimate aim to put whānau at the front and centre of every interaction.

Coordination, collaboration & community

THOON selected Salesforce Nonprofit Cloud as the platform to consolidate its disparate system landscape. PwC was responsible for weaving THOON’s Ngāpuhitanga (identity, values and principles) throughout the system design and configuration, with a key aim to enable kaimahi (staff) to spend more time with whānau and less time on admin.

In order to embrace the whānau community across all touch points and enable collaborative interaction between THOON and whānau, PwC designed an omnichannel service management system for service, case and whānau relationship management.

PwC designed THOON’s service management system to support THOON’s key processes including triaging whānau into services, streamlining the onboarding of whānau to these services, assisting kaimahi (employees) with case administrative tasks and enabling them in their role as kaiārahi (navigators). The service management solution delivered ultimately empowered whānau to be advocates for their own wellbeing journeys.

Fuel retailer ignites a customer-led future in New Zealand with Salesforce

One of New Zealand's leading fuel providers, with services for both retail consumers and a wide-range of commercial entities partnered with PwC in order to support its business & technology transformation aimed at propelling the fuel provider towards a customer-centric future.

After building the fuel retailer a true 360° view of customers by leveraging Salesforce’s Customer Experience (CX) and marketing automation platform, PwC delivered uplift across marketing, data analytics, and the fuel retailer’s ways of working. These foundations allowed the fuel retailer to seize the competitive advantage needed for a successful customer-led future.

Customer loyalty, marketing automation & a targeted customer-led approach

In order to successfully deploy and manage a customer-led loyalty platform capable of heightening the customer experience, and capturing market share across the New Zealand commercial landscape, the fuel retailer first needed to capture the attention of the market. This was achieved through a targeted communication journey powered by Salesforce Marketing Cloud. The large scale business initiative leveraged an omni channel strategy, communicating across chosen channels (email, website, social media and in store) in order to reach a wider community audience.

In order to build a loyal customer base in an otherwise disloyal market, we implemented a retail loyalty platform. The loyalty platform allowed consumers to engage with retail vendors, earn airline miles, and obtain discounts on their next fuel purchase. With the newfound ability to recognise and reward loyal motorists for their support, the fuel retailer was able to grow market share that was previously unattainable to the fuel provider.

In order to build a customer-first future, and with the continued loyalty of New Zealand customers, we implemented a sophisticated marketing platform capable of activities that would engage, nurture and evolve the customer experience over time. This combined with a foundational marketing platform, established a consumer-led focus for the fuel retailer, and the New Zealand fuel market.

Government agency leads the way in on reduction of greenhouse gas emissions

A government agency based in New Zealand had pledged to achieve zero carbon emissions by 2050 but was challenged by the inability to gain an active view of their sustainability performance across the organisation without engaging multiple third party agencies. This made it difficult to understand their current emissions, monitor initiatives to reduce their carbon footprint, and made understanding key insights from their data a real challenge.

To enable the agency to understand, monitor and act on their sustainability data, PwC delivered the world’s first public sector Salesforce Net Zero Cloud implementation with Tableau CRM. The platform was established and implemented by PwC over a five week period, with previous years data ingested to support executive decision making and future data modelling processes. Now armed with near real-time analytics, the agency was able to improve sustainability measures in a meaningful way.

Building a better future for NZ through sustainable choices

In order to accurately and reliably establish key initiatives for the future, the agency required the ability to depict historical data relating to energy consumption of commercial building utilisation, air travel, car travel and waste-to-landfill. This was achieved through the ingesting and visualisation of data using Tableau CRM, giving leadership a 40,000 ft view of the organisation’s carbon footprint. From there accurate modelling was designed in order to drive key initiatives, as the agency works towards future sustainability targets.

In order to future proof the solution, PwC co-designed the platform with the agency, keeping scalability front of mind at all times. We took the time to understand and integrate key data points, and collected and optimised emissions data from a variety of sources. We captured the data at the most granular level to enable reporting by business unit, cost centre, location and emission source type.

In order to capitalise on the newly established visibility, and understanding of the agency’s carbon footprint, executive leadership decided to pursue more aggressive goals to drive a more sustainable future for the organisation. Net Zero Cloud’s enhanced greenhouse gas emissions reporting capability and granular real time platform analysis allowed the agency to pursue its ambitions targets to reduce corporate emissions by 60% by 2025, and reduce the carbon intensity of its investment fund by 50% by 2030.

News release

PwC acquisition of Be Intelligent expands Salesforce consulting practice in Aotearoa