Dynamics 365 Marketing for Italy's leading green energy provider

The challenge

Sorgenia, one of Italy's largest independent energy companies and a leader in green energy, was running marketing campaigns through a fragmented set of tools: separate ESP for email, manual SMS batches, disconnected web tracking, and no unified view of customer engagement. Campaign setup took days, segmentation was done in spreadsheets, and there was no way to trigger real-time communications based on customer events like contract renewal, usage spikes, or billing milestones.

What we built

We implemented Dynamics 365 Marketing (now Customer Insights - Journeys) as the central orchestration layer, fully integrated with Sorgenia's existing Dynamics 365 Sales and custom billing platform. The core deliverables included:

Multi-channel customer journeys spanning email, SMS, push notifications, and outbound call-centre triggers — all orchestrated from a single canvas with branching logic, wait conditions, and real-time event triggers. Integration with Azure Event Hubs allowed the marketing platform to react to billing events, contract changes, and energy consumption data in near real-time.

Advanced segmentation based on unified customer profiles combining CRM data, billing history, energy consumption patterns, and digital engagement signals. Power BI dashboards provided marketing leadership with real-time campaign performance, attribution, and ROI visibility.

Results

The platform manages 200,000+ active contacts across all channels. Campaign setup time dropped from days to hours. Real-time event triggers enabled lifecycle communications that were previously impossible — such as proactive outreach before contract expiry and personalised green energy recommendations based on consumption data. Marketing team autonomy increased significantly, reducing dependency on IT for campaign execution.

Technologies used