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.
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.
- Manish Gupta
- Rohit Karthikeyan