Our client was a Western Australian energy provider delivering essential services across electricity generation, retail, wholesale trading and renewable energy initiatives. Operating at significant scale and supporting a large base of residential and business customers, the organisation plays an important role in the state’s energy landscape.
As the needs of the energy sector continued to evolve, the organisation’s ability to deliver reliable, connected and responsive customer experiences became increasingly important. Strengthening its operational resilience, digital capability and capacity to scale was therefore fundamental to supporting its long-term strategic objectives.
Opportunity
Preparing a major digital investment to deliver lasting value
The client was delivering one of its largest digital initiatives, a complex, multi-year Customer 360 (CX360) transformation anchored on the Salesforce platform. This program aimed to modernise customer engagement, unify data and streamline service, sales and marketing operations across the enterprise.
The program drew on substantial resources from internal teams and multiple delivery partners, making it both high-impact and highly complex.
As go-live approached, they recognised the following critical risks and future needs:
- How to sustain the CX360 platform beyond implementation
- How to retain key skills and delivery velocity once the program ended
- How to embed agile, business-led delivery without compromising governance
- How to reduce key-person risk and long-term operating costs
- How to transition from a project-based mode into a stable, scalable BAU model
NRI was engaged to assess future demand, determine required skills and capabilities, and design a scalable operating model and roadmap to sustain CX360 into 2026 and beyond.
Solution
A strategic, evidence-based operating model design
NRI partnered with the client to develop a sustainable operating framework built for scale, agility and long-term maturity, moving well beyond traditional project handover.
1. Six-week discovery and technical needs assessment
NRI began with a structured discovery to capture future operational requirements and assess the existing environment, including:
- Salesforce Core, Marketing Cloud, and integration configurations
- End-to-end lifecycle processes and delivery workflows
- Build velocity, testing practices, and DevOps maturity
- Skills mapping, pain points, and capability gaps
- Deferred and future backlog to forecast enhancement demand
2. Future state technical needs & capability mapping
NRI assessed the future-state CX360 landscape and identified required technical activities, skills, and capability gaps.
3. Design of a future operating model
NRI designed a modern operating model enabling business ownership through embedded squads, supported by a central Centre of Excellence (CoE) providing architectural governance, DevOps enablement, and enterprise alignment.
4. Building capability, resilience & continuity
Key features included cross-squad resource rotation, capability matrices, mentorship pathways, and specialist capability pools.
5. Target state roadmap & readiness framework
NRI delivered a Target State Skills & Capabilities Roadmap and a structured readiness plan for governance, tooling, agile adoption, 24/7 support, and go-live resilience testing.
Outcomes
A scalable, future-ready CX360 operating model
NRI delivered a comprehensive operating model allowing the client to:
- Deliver faster, business-led enhancements
- Reduce operational risk
- Build internal capability while scaling specialist expertise
- Maintain platform stability, compliance, and performance
This helped the client bridge the gap between program delivery and long-term operational sustainability.
As a result, their organisation is now equipped to deliver modern, data-driven customer experiences and evolve CX360 well beyond go-live.
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