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Multinational Telecommunications Provider – Salesforce

Multinational Provider of Mobile, Landline, and Internet Services.

Introduction

Project Overview

The company is a leading provider of mobile, landline, and internet services, with its operations spanning in multiple countries. 

With a large customer base, the company is committed to providing high quality services and solutions to meet the ever changing  needs of its customers. The company is focused on leveraging technology to enhance their services and offer seamless experience to its customers.

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.

Solutions

  • 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.

Results

  • Our solution delivered significant improvement in the uptake of Salesforce, leading to better data quality and improved business insights 
  • Implementation of better sales pipeline information improved communications between Sales, Legal and customer onboarding teams 
  • The company noticed a reduction in complexity for the complaint management team allowing them to focus on resolving the customer’s issue through improved automation and less re-keying 
  • The solution was delivered to meet the client’s security requirements and ensure that the structural separation was preserved. 
  • The company in now at a reduced contract risk by better understanding a customer’s contractual obligations.

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