Artificial Intelligence and Automation in Enterprise CRM Systems: A Systematic Review of Salesforce Governance, Operational Efficiency, And Customer Engagement in the Renewable Energy Sector
DOI:
https://doi.org/10.65150/EP-gjetr/V2E11/2026-01Keywords:
customer relationship management, Salesforce, artificial intelligence, process automation, renewable energy, data governance, PRISMA 2020, thematic synthesis.Abstract
Renewable energy enterprises manage long customer relationships that run from lead capture through permitting, construction, commissioning, billing, and service, and many now run them on cloud CRM platforms such as Salesforce that offer workflow automation and artificial intelligence. This systematic review, reported to PRISMA 2020, asks what peer-reviewed evidence exists on AI and automation in enterprise CRM, how it bears on governance, data security, operational efficiency, and customer engagement, and how far the evidence reaches renewable energy. Searches on 22 October 2026 identified 2,809 records (165 from 29 web queries and 2,644 from a supplementary collection of journal records); after screening and full-text assessment, 14 studies published between 2020 and 2026 were included and synthesised thematically. Only one study, a design study on an electricity marketing system in China, concerned an energy business, and none examined Salesforce Flow or a renewable energy developer. Eight of the 14 studies were rated low quality, and the quantified efficiency results came from synthetic or simulated data. Five themes emerged: efficiency gains that are mostly self-reported, engagement through prediction and personalisation, governance that is discussed more than tested, integration as the main scalability limit, and adoption barriers led by data quality and skills. The paper sets out a research agenda of eight priorities for secure and intelligent CRM in renewable energy enterprises.
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Copyright (c) 2026 Abdullahi Olalekan Abdulkareem, Olabanji John Ogunyemi, Esther Uzoka, Toussida Fatah Tanguy Minoungou , Harouna Wendpanga Yann Christian Sankara, Chukwunonyelum Rosalyn Ezeako (Author)
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