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Salesforce

Speed up your fiber network sales process

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.

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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.

    Authors:
  • Manish Gupta
  • Rohit Karthikeyan
Categories
Salesforce

CRM and the holy grail of personalization

Leverage Salesforce Communications Cloud to increase efficiency of care agents, while reducing overall TCO by 15%

The leading telecom, entertainment and technology companies in the world are opting for new innovative levels of customer care to keep up with the evolving customer preferences. One effective way to improve customer care is by turning to personalization to differentiate the offerings. Businesses can unlock new streams of revenue by bundling existing products or services (or unbundling to offer ‘singles’) based on the customer’s needs.

The legacy customer relationship management (CRM) infrastructure often restricts the company’s operations. Some of the main challenges faced by the customer care agents due to legacy CRM systems are:

  • The data must be sourced from several different applications, resulting in varied data formats
  • The absence of technology-specific API integrations for billing, invoicing, etc., restricts the order management flow
  • Frequent manual intervention kills efficiency, thanks to errors and slow resolution of customer issues
  • No scope for providing a personalized experience due to lack of insights on customer’s buying habits

CRM


Salesforce is an extremely powerful platform right out of the box. But to reap maximum benefits, enterprises must focus on the right set of transformation levers.

One powerful approach to delivering a relevant customer experience is modernizing the existing CRM with Salesforce Communications Cloud. The Salesforce platform provides loads of capabilities such as order orchestration, automation of case assignments, and hyper-personalized experience to customers.

The platform is extremely powerful, right out of the box. But to reap the maximum benefits, enterprises must focus on the right set of transformation levers. This includes using Salesforce’s low-code platform capabilities, applying the Process Builder automation tool to automate case assignment, and customizing the TMF endpoints to provide a personalized touch. With the help of these levers, enterprises can effectively connect all the dots for integrating customer data, personalizing customer interactions, and transforming digital experiences.