Entergy — Entergy's call center agents were toggling between SAP and six other systems to serve one customer. We gave them one screen.

The challenge

Entergy's call center agents were working across SAP ACS, a homegrown IVR, disconnected billing screens, and manual lookup processes — every customer interaction requiring context-switching between systems with no unified view of the customer. Inbound callers re-verified themselves even after clearing the IVR. Sensitive PII had no field-level encryption. And 16 million residential and business customers had no self-service option capable of handling the full range of account, billing, and service interactions — so every request that could have been deflected was landing in the call center instead.

The approach

Cloud Nerd served as Salesforce Solution Architect across both the agent console and the MyEntergy customer portal. We began by understanding exactly how an Entergy agent resolved a customer call — what screens they opened, in what order, and what SAP would and wouldn't expose. The core architectural decision: make the initial release a read-only Service Console that gave agents a complete, real-time view of customer data without displacing SAP as the system of record. SAP remained authoritative for all billing and contract data. Salesforce became the system of flexibility — the layer where agent experience, routing, case management, and self-service would live.

The outcome

Agents now open one Service Console and see every piece of customer data they need — with six live SAP data surfaces visible without leaving Salesforce. CTI means the customer record is already open before the agent says hello. Salesforce Shield encrypts every sensitive PII field from day one. And 16 million customers can manage accounts, pay bills, submit cases, and schedule service appointments entirely through the MyEntergy portal — without touching the call center.

The problem

What was actually broken

01

Agents context-switching across seven systems per call

Call center agents worked across SAP ACS, a homegrown IVR, disconnected billing screens, and manual lookup processes — every customer interaction requiring constant system-switching with no unified view of the customer.

02

Callers re-verifying identity after already clearing the IVR

Inbound callers authenticated through the IVR, then had to re-verify themselves again with the agent because there was no CTI integration passing caller identity into the desktop.

03

Sensitive PII with no field-level encryption

Social Security numbers, tax IDs, driver's license numbers, and birthdates were stored without field-level encryption — a compliance risk that had to be resolved before go-live.

04

16 million customers with no capable self-service portal

Every account, billing, or service request that could have been handled online was landing in the call center. A portal existed, but it couldn't handle the full range of customer interactions at scale.

05

A patchwork integration landscape blocking modernization

The integration environment was a mix of TIBCO middleware and legacy point-to-point connections — not equipped to support the real-time, bidirectional SAP data surfaces the new platform required.

How we did it

The work, phase by phase

01

Phase 1

Architecture & Design

Before any sandbox work began, Cloud Nerd led a full architecture sprint covering data model design, integration pattern decisions, SAP OData capability mapping, security model design, and the multi-release roadmap. Every decision was documented and reviewed by Entergy's Architecture Review Board.

Full SAP-to-Salesforce data model designed: Business Partners → Accounts/Contacts, Contract Accounts → Account records, Service Contracts → Contract records
OData integration pattern selected for six live SAP billing objects
Security model designed: profiles, OWD, sharing rules, and field-level encryption scope
Release roadmap published — FR0 through FR3 — with phased capability unlocks across the program
All Solution Design Specifications documented and ARB-approved before configuration began

02

Phase 2

FR0: Read-Only Agent Console

FR0 was deliberately scoped as no-write, high-value. Agents could see everything. Nothing changed in SAP. The goal: prove the console on day one without disrupting the system of record.

Service Cloud Console configured with a custom multi-field search screen querying both Salesforce and SAP fields simultaneously
Six SAP External Objects surfaced live via OData: Billing, Invoice, Payments, Reconnect Quotes, Installation Details, and Dunning History
ACS launch button implemented on Business Partner, Contract Account, and Service Contract records — one click to open the matching SAP record for write operations
Salesforce Shield platform encryption deployed across all sensitive PII fields: SSNs, tax IDs, driver's license numbers, and birthdates
Custom profiles built for all call center user groups: agents, supervisors, inquiry-only, and admins
IP allowlisting, login hours, and session security policies configured

03

Phase 3

CTI & SSO Integration

Two integrations that made the console actually usable from day one — screen pops on every inbound call, and a single enterprise login that worked from the existing Citrix environment.

Cisco CTI integrated via B+S Salesforce-to-Cisco connector — inbound calls trigger automatic screen pops in the Service Console Utility Bar before the agent says hello
All Account and Contact records matched to the caller's phone number surfaced automatically on inbound call
Ping Federation SSO configured via OAuth 2.0 — agents authenticate through existing Entergy enterprise credentials via Citrix, no separate Salesforce login required

04

Phase 4

Case Management Architecture (FR2)

With FR0 live, Cloud Nerd led the design of the full Case Management layer — Omni-Channel routing, supervisor visibility, and the work unit structure mapped to Entergy's call center organization.

Case creation, update, escalation, and archival flows designed
Omni-Channel routing configured with skill-based assignment rules
Omni-Channel Supervisor dashboard for real-time and historical queue monitoring
Work units and skill sets mapped to call center organizational structure

05

Phase 5

MyEntergy Experience Cloud: Self-Service Portal for 16 Million Customers

Cloud Nerd architected the full MyEntergy customer portal on Salesforce Experience Cloud — built to serve Entergy's entire residential and business customer base across all operating states, drawing on the same SAP integration layer built for the agent console.

Account management: view and update account profile, manage authorized users, linked household and multi-premise account views
Billing management: pay bill online, manage payment methods (bank and card), download current and historical bills, enroll in payment plans and installment arrangements
Case management: submit new service cases, track status and full case history, update open cases, close resolved cases directly from the portal
Service appointments: request new appointments (connect, disconnect, transfer), view upcoming appointment details, reschedule or cancel existing appointments
Architecture draws on the same SAP OData integration layer as the agent console — consistent, real-time data surfaces across both channels

The results

What changed for Entergy

1 screen

Agents open one Service Console and see every piece of customer data they need

6 SAP surfaces

Billing, invoices, payments, reconnect quotes, installation details, and dunning history — live via OData

Screen pop

CTI means the customer record is already open before the agent says hello

Zero credentials

SSO via Ping Federation — existing enterprise login, no separate Salesforce password

Shield encrypted

All sensitive PII fields protected with Salesforce Shield platform encryption from day one

16M customers

Full self-service for account management, billing, cases, and appointments through MyEntergy

What's next

The MyEntergy portal and agent console share the same data model and SAP integration layer — every improvement to one benefits the other. The architecture is built to expand into Agentforce-powered virtual agent capabilities surfaced directly in the MyEntergy portal, AI-driven outage and billing notification personalization through Marketing Cloud, and deeper write-back capabilities as Entergy's SAP modernization roadmap evolves.

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