Multinational Telecommunications Provider – Salesforce

Challenges

• The company wanted to digitalise their end to end processes across both their B2B and B3C businesses and chose Salesforce as their primary business support tool.
• The company noticed that it faced challenges in resolving and keeping track of all the customer inquiries. 
• There was no unified system that could facilitate improving customer centricity, speed to value and productivity through digitisation.

Solution

• TIS created a transformational roadmap to maximise their Salesforce investment and ensure security that meets organisational compliance 
• The team implemented strong business engagement to ensure that the solutions removed key pain points for the organisation and took advantage of the capabilities included with Salesforce Sales and Service Cloud licenses 
• Integration and security approach was also determined for existing marketing automation and data warehouse solutions.
• Facilitation of workshops to determine the enhanced Sales Pipeline and Opportunity management process including contract management 
• The team designed a new complaints and compensation management solution that utilised Service Cloud Email to Case and SLA management functionality. 
• The team also ensured a formal engagement with the company’s architecture council, security and privacy teams to maintain compliance of the solution to organisational policies, directives and guidelines.