SUCCESS STORIES / Salesforce

Hyper-personalized experiences glue customers to a brand

How the second-largest telecom service provider in the US transform its wholesale & B2B customer experience using Salesforce CRM

Background

Technology companies worldwide are embracing new and innovative levels of customer experience to meet customers’ evolving expectations. Providing a consistent and personalized experience across all channels is critical.

Despite significant personalization strategies advancements, many companies cannot delight their customers. To deliver a customer-first experience, a business must rethink its IT and customer applications, innovate faster, and transform its operations.

But what changes should a service provider undergo to deliver a holistic digital experience faster?

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35%acceleration in offering launches

Client Situation

Our client, the second largest telco giant in the US, has been operating globally for decades.

Considering the current trends in personalization and digitalization, our client wanted to deliver tailored digital experiences to their customers. They had decided to modernize their customer experience platforms and tools, which was inefficient and required a lot of manual effort.

The client began their digital transformation journey of their B2B and wholesale partner portals, with an advanced Salesforce CRM platform as the cornerstone. They also wanted to accelerate product launches across their portals.

Prodapt’s domain expertise combined with Salesforce technology enabled the client to reimagine customer experiences and reignite business growth.

Diagnosis

Our client had a broad portfolio of products and services. However, due to the lack of a unified approach, their product lines delivered product-centric experiences rather than a consistent customer-centric experience.

The client needed a transformation of their B2B and wholesale partner portal to ease operational hassles and improve customer experience. They depended on Excel-based tools for product and pricing processes which were manual and time-consuming.

Their portals were slowing down the time-to-market of products.

Solving It

Prodapt designed, rearchitected, and developed the client’s B2B and wholesale partner portals to enable seamless customer journeys across product lines.

By consolidating legacy systems and CRM functionalities into Salesforce, we helped the client embrace an end-to-end CRM transformation. We implemented Salesforce CPQ with other powerful capabilities such as Communications Cloud, Sales Cloud, and Services Cloud to reimagine the customer experience.

By developing a GPO (Generic Product Offering) framework, we facilitated the launch of new products with adequate product information. We also integrated digitally signed contracts that enabled the customers to sign documents securely through Salesforce electronically.

By effectively implementing the highly configurable and scalable features of Salesforce, we enabled the client to become a customer-first organization and provide a consistent user experience across all the platforms.

By implementing our solutions, the client accelerated the launch of new offerings by 35%. They also significantly improved system efficiencies and scalability and enabled customer-specific pricing at the product level.

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