Category: Salesforce

Reach new levels of customer centricity with Salesforce

An Order Management System (OMS) is the backbone of the ordering and fulfillment process. A unified OMS is crucial for delivering exceptional Customer Experience (CX) – it is the deciding factor between customers’ loyalty or their willingness to switch to a competitor. A unified OMS can strengthen revenue streams, and reduce expenses, leading to improved business performance.

According to Forrester, 90% of customers believe their experience during the order journey is as significant as the product or service itself. However, a traditional OMS faces significant challenges, such as relying on manual processes, generic order journeys, duplicate leads, and inflexible systems, which negatively impact CX.

Service providers must use a unified order management system to overcome these obstacles. Salesforce OMS, a single platform that facilitates integration with various systems and data sources, delivers a comprehensive view of the customer and their orders across all channels. Although the Salesforce OMS platform is extremely powerful, service providers must take the right implementation approach to achieve maximum benefits.

Salesforce OMS for CX transformation: A strategic implementation approach

To deliver a consistent CX, service providers must employ a holistic and customer-centric implementation approach that encompasses the entire order journey, viewed through three different lenses:

• Lens 1: Examine primary shortcomings during order capturing and address issues
• Lens 2: Investigate major inefficiencies in the order orchestration stage and resolve issues
• Lens 3: Analyze, identify, and resolve gaps in customer service stage and deliver exceptional CX through automation

The recommended implementation approach effectively addresses challenges and reduces OMS implementation time by up to 40%, accelerating order journey towards a modernized system and enhancing CX.

Leverage Salesforce to accelerate the sales process and achieve 40% faster time-to-market of fiber rollout

The demand for broadband internet has increased the pace of fiber network deployments across the connectedness industry. Likewise, the COVID-19 pandemic has accelerated digital adoption and the value consumers and businesses place on fiber broadband connectivity. This increased demand for fiber network and favourable government policies are attracting a wave of external investment, creating a fibre goldrush. However, in a highly competitive environment, the time to market of fibre connectivity services is crucial for service providers to remain relevant.

Today, customers expect simple and digital-first journeys where any interaction with the call centre or retail agent is seamless across the mobile app and web. However, the below challenges negatively impact the service providers from delivering a superior customer experience.

• Multiple legacy and siloed systems resulting in inefficiencies for the care agents
• Multiple shadow IT systems of premise serviceability restrains service providers from measuring the progress of fiber rollout
• Long release cycles due to complex back-end processes

To overcome the above challenges, service providers must adopt a single unified CRM platform.

Salesforce CRM is one such platform that is extremely powerful and provides loads of out-of-the-box solutions such as Sales Cloud, Marketing Cloud, and Service Cloud. But to reap the maximum benefits, service providers must focus on the right set of transformation enablers. This includes using Salesforce’s Open APIs, low-code capabilities, Omni Supervisor feature, and automating the case assignment to provide a superior customer experience. With the help of these enablers, service providers can effectively connect all the dots for integrating customer data, removing data silos, and transforming the digital experience for their fiber customers.