Veolia's largest digital sales transformation

Veolia, a leading energy and utilities provider in Poland and Europe, partnered with FINALLY to unify fragmented Salesforce environments into a single, standardized platform.

The four-year transformation modernized sales and service processes, improved adoption, and delivered measurable efficiency gains across subsidiaries — turning isolated rollouts into one connected operating model for Energy & Heat.

The strategic objective was to retire a patchwork of disconnected orgs and replace them with a single, standardized Salesforce environment — one customer record, one set of processes, one reporting layer — capable of scaling with Veolia's businesses across regions.

Before the transformation, Veolia's commercial and service organization was held back by:

• Low adoption of previous Salesforce rollouts.
• Fragmented sales & service processes across subsidiaries.
• Lack of a single source of customer and business data.
• Limited reporting and analytics for decision-making.

The result was duplicated work, inconsistent customer experience and decisions made on partial information — the opposite of what a group of Veolia's scale needs.

Together with Veolia, FINALLY designed and rolled out a multi-year program built around four pillars:

The unified platform delivered impact you can see in the numbers and in day-to-day work:

• Higher information quality and full Customer 360 visibility.
• Data-driven decisions and stronger team efficiency.
• Shorter sales cycle duration and less admin time.
• Improved employee satisfaction, lower turnover and shorter training time.
• Scalability for future change — new subsidiaries and processes can plug into the same model.

The solution is built on four Salesforce capabilities working as one:

• Sales — pipeline, accounts and contracts standardized across subsidiaries.
• Service — case management and dispatch tuned to Energy & Heat operations.
• Platform — shared data model, automation and governance.
• Experience — consistent touchpoints for internal teams and customers.