How NAELAN helps utilities improve customer acquisition and retention through the document

In the "utilities" sector, the document structures the customer relationship

Waste management, water, gas, and electricity distribution: utilities play a vital role in the daily lives of citizens and businesses. Their customer relationships rely on a considerable volume of documents: subscription contracts, quotes and offers, invoices, regulatory correspondence, service notifications, crisis communications, and documents related to CSR or service quality.

These documents are much more than just administrative records. They directly influence:

• acquiring new customers , both individuals and professionals,

• the quality of the relationship over time ,

• understanding services and invoices ,

• the trust placed in the operator,

• the effectiveness of internal teams .

In a context of digital transformation , increased regulatory pressure, strong requirements for digital accessibility , electronic invoicing and CSR , mastering document processes becomes a strategic lever for utilities.

It is precisely in this area that NAELAN supports the players in the sector.

Recognized expertise among public service providers

For many years NAELAN has supported major players in France and internationally, including Veolia , SAUR and Eaux d'Alger .

These references illustrate NAELAN's ability to:

• managing very large volumes of documents,

• to target B2B and B2C audiences

• to integrate into complex information systems,

• to meet high regulatory and contractual requirements.

Customer acquisition: clear documents for understandable offers

In utilities, customer acquisition often involves offers perceived as complex: pricing structures, options, commitment periods, regulatory conditions.

Thanks to its Proposal Management solutions , NAELAN enables:

• to quickly generate clear and personalized business proposals and respond to calls for tenders,

• to ensure the reliability of data from business systems or CRM,

• to secure contractual commitments from the pre-sales stage,

• harmonize the presentation of offers across all channels.

Customers gain a better understanding of the services offered, which facilitates decision-making and reduces friction from the outset of the relationship.

Contract Management: Securing the relationship over the long term

Contracts in utilities frequently evolve: changes in scope, options, tariffs, renewals or regulatory obligations.

NAELAN supports utilities in the digitalization of Contract Management in order to:

• automate the generation of contracts and amendments,

• centralize the templates and clauses,

• to guarantee traceability and compliance,

• to facilitate collaboration between commercial, legal and operational departments.

The contract becomes a controlled asset, contributing directly to customer loyalty .

Electronic invoicing, Factur-X and invoice readability

The invoice is one of the main points of contact between a utility and its customers. It is also one of the primary sources of misunderstanding and support requests.

NAELAN helps utilities transform billing into a customer relationship lever through:

• electronic invoicing , including structured formats such as Factur-X ,

• improved readability and clarity of invoices,

• integration with billing and financial systems,

• regulatory compliance and traceability of exchanges.

Customers have a better understanding of their consumption, the amounts billed and the associated services, which strengthens trust.

CCM: each document as a relational touchpoint

Invoices, letters, emails, notifications, regulatory documents: utilities communicate very frequently with their customers.

With its Customer Communication Management (CCM) / document composition solutions, NAELAN enables you to:

• centralize and industrialize documentary production,

• to ensure editorial and graphic consistency,

• personalize messages according to the customer context.

• distribute the documents across all channels.

Each document becomes a customer communication tool , and no longer simply a regulatory obligation.

Salesforce and KSL: Document generation integrated with CRM

Many utilities have chosen Salesforce to manage their customer relationships, both on the sales and customer service side.

With KSL for Salesforce , NAELAN allows you to generate directly from Salesforce :

• batch documents (invoices, mass mailings, regulatory communications),

• documents on request (contracts, certificates, customer correspondence),

• interactive documents , driven by data and business rules.

This integration guarantees:

• complete consistency between CRM data and documents,

• a significant reduction in delays and errors,

• greater autonomy for business teams,

• a seamless experience for employees.

Digital accessibility, PDF/UA and inclusion

Utilities cater to very broad audiences. Digital accessibility of documents is therefore a major issue, particularly for visually impaired people.

NAELAN integrates support for the PDF/UA standard:

• logically structured, marked,

• coherent reading order

• compatibility with screen readers,

• enhanced readability.

Utilities thus ensure inclusive and compliant communication, while improving the overall quality of documents for all clients.

CSR and sustainable digital transformation

Document digitization directly contributes to the CSR commitments of utilities:

• reduction of paper printing

• optimization of flows and resources,

• improved transparency of information,

• simplicity of processes.

With the KSL Suite , NAELAN supports utilities in a progressive, measurable and sustainable digital transformation , aligned with their societal challenges.

Tangible benefits for employees

Beyond the clients, document modernization greatly benefits internal teams:

• fewer manual and repetitive tasks,

• fewer errors and disputes,

• better collaboration between departments,

• more time devoted to value-added tasks.

Employees have access to reliable, integrated and secure tools.

Conclusion

In utilities, documentation is a cornerstone of customer relations.

By structuring, automating and securing all documentary processes — from acquisition to invoicing, from contract to customer communication — NAELAN helps players in the water, energy and environmental services sectors to sustainably improve acquisition and loyalty , while simplifying the daily lives of teams.