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SUCCESS STORIES / Redes Intensivas en Software

El despliegue de redes de fibra a gran velocidad deleita a los clientes de todo el Reino Unido

La transformación de la entrega de redes de fibra mediante Salesforce CRM, combinada con la profundidad del dominio, aceleró el tiempo de comercialización en un 40 %

Background

Los clientes de hoy en día esperan un acceso ininterrumpido a Internet en cualquier momento y en cualquier lugar sin una caída en la calidad. La conexión de banda ancha confiable y de alta velocidad se ha vuelto necesaria debido a la creciente demanda de transmisión de video, aplicaciones en línea y cultura de trabajo remoto.

Los proveedores de servicios están compitiendo para satisfacer las demandas de los clientes mediante el despliegue más rápido de la red de fibra. Sin embargo, las aplicaciones heredadas, los sistemas aislados y la falta de inteligencia del cliente en tiempo real conducen a tiempos de ciclo más largos y fechas de vencimiento incumplidas.

¿Cómo transforman los operadores de fibra sus sistemas para acelerar el despliegue de la red de fibra y mejorar la experiencia del cliente?

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48% ENTREGA UN MÁS RÁPIDA DE REDES DE FIBRA

29% REDUCCIÓN DEL EN LOS GASTOS OPERATIVOS

~240KLLAMADAS REDUCIDAS EN EL PRIMER AÑO

Client Situation

Nuestro cliente, un operador de fibra líder en el Reino Unido, que conecta a millones de hogares y empresas, se encontraba en una situación similar.

Se enfrentaban a dificultades en el despliegue de servicios de conectividad de fibra, lo que dificultaba su capacidad para convertirse en líderes del mercado. Los sistemas inconexos eran un obstáculo importante para proporcionar servicios centrados en el cliente. Además, la falta de visibilidad de los datos de los clientes y el incumplimiento de las fechas de entrega provocaron la insatisfacción de los clientes y los altos costes operativos.

El cliente buscaba un socio que pudiera ayudar a transformar sus sistemas con un enfoque digital, acelerar los despliegues de fibra y ayudarles a obtener una ventaja sobre la competencia.

Las capacidades de integración de Salesforce de Prodapt, junto con los aceleradores de fibra, posicionaron a nuestro cliente como líder en el mercado del Reino Unido.

Diagnosis

El proceso de entrega de fibra de nuestro cliente fue complejo, con múltiples equipos y sistemas involucrados en la gestión de las operaciones. Múltiples sistemas de TI en la sombra implicaban muchas intervenciones manuales y no podían mantenerse al día con las necesidades cambiantes de los clientes.

Priorizaban manualmente las fechas de prestación del servicio y asignaban los elementos de acción entre los equipos, lo que provocaba retrasos en el despliegue de los servicios de fibra.

Además, su equipo de atención al cliente estaba lidiando con ineficiencias en los procesos y sistemas. Sus clientes plantearon consultas a través de varios canales, lo que hizo que los agentes de atención alternaran entre aplicaciones dispares. Los agentes de atención tuvieron que trabajar en múltiples sistemas para abordar cada consulta, lo que resultó en TAT prolongado y enormes retrasos.

Solving It

Aprovechamos nuestra experiencia en la industria de la conectividad y la implementación de pilas BSS para los principales operadores de fibra de todo el mundo para ayudar al cliente a transformar su prestación de servicios de red de fibra. Incorporamos nuestros aceleradores de despliegue de fibra, como Agent 360 y OneFibre, basados en Salesforce Communications Cloud, para transformar los sistemas de CRM y ofrecer viajes digitales.

Aprovechamos Sales Cloud para integrar sus sistemas dispares y permitir un recorrido del cliente de extremo a extremo. Este enfoque aportó una automatización significativa en el proceso de venta de fibra, lo que aumentó la eficiencia operativa.

Aprovechamos las capacidades de Salesforce Marketing Cloud para interactuar con los clientes en cada punto de contacto de los recorridos de ventas y servicio. Nuestra automatización de marketing permitió recorridos personalizados de los clientes a través del correo electrónico, el móvil, el sitio web y otros canales.

Nuestro acelerador, Agent 360, basado en las capacidades omnicanal de Service Cloud, nos ayudó a automatizar la priorización de servicios y asignar elementos de acción a los equipos adecuados sin intervención manual. Empoderamos a los equipos de servicio al cliente con herramientas impulsadas por IA para obtener una visión unificada de las interacciones con los clientes y brindar experiencias digitales de extremo a extremo.

El cliente pudo lograr un aumento del 48% en la velocidad de entrega de redes de fibra al unificar los sistemas CRM. Les ayudamos a reducir el 29 % de los costes operativos mediante la modernización de sus sistemas heredados utilizando las capacidades de Salesforce. También fueron testigos de una reducción de ~240K+ llamadas/quejas de clientes en el primer año con la modernización del servicio al cliente.

junio 13, 2022

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Redes Intensivas en Software

Proporcionar servicios de red empresarial a gran velocidad: la nueva ventaja competitiva

El mayor proveedor de comunicaciones de EE. UU. fue capaz de proporcionar conectividad empresarial un 33 % más rápido; Los clientes satisfechos se convirtieron en la nueva norma

Redes Intensivas en Software

El MIN en la prestación de servicios es el MÁXIMO en valor para el

El “zero-touch” redujo el tiempo de entrega de servicios de red de 45 días a unos pocos minutos

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Resource lifecycle management, configuration, activation, and closed-loop control

Single pane of glass for service inventory and topology, with discovery and reconciliation capabilities

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