Key Facts
Client: One of Australia’s Leading Telecommunications Companies
Department: Small & Medium Business (SMB) Unit
Tech Solution: Salesforce
Challenges Faced:
- Uneasy communication between back-end and front-end offices
- Legacy CRM no longer supported current business needs
- Inability to profile customers, impacting business reputation
No Single Point of Interaction
Client
Our Client is one of Australia’s leading telecommunications infrastructure companies, offering data, cloud, voice, internet and carrier services for business, government and wholesale, via its extensive national network. The business is focused on creating partnerships with all its customers and strives to deliver extreme performance across every level of the organisation.
Challenge
The business problem facing our client was trying to solve the connection or interaction between the front office and the back office. The poor communication contributed to low performance, among the different teams, and confusion around customer profiles. The legacy CRM application was no longer adequate to support the business and its growing needs. Complex workflows and protracted customer interaction, in some cases leading to negative user experience, were the daily challenges the client was facing. At this time, they were unable to effectively profile their customers, and this lack of efficiency, in both process and structure, had a big impact on their business reputation, customer feedback and business growth.
Solution
Drawing on deep telecommunications industry knowledge from Billigence, the client concluded their complex and disjointed operations could be addressed with an end-to-end, fully integrated solution from Salesforce.
The Billigence implementation team provided the necessary architecture to successfully deliver the solution within the agreed timeframe. The business made the decision to decommission the existing CRM, and Service Assurance platform, in favour of the functionality-rich Salesforce Service Cloud.
Billigence, as the implementation partner, were positioned to evaluate and improve the business processes, across the organisation. And, as part of the migration to the new platform, Billigence could take full advantage of the new functionality that Salesforce had to offer.
Benefits
This implementation has been one of the most complex Salesforce projects undertaken in the APAC region. It has resulted in Salesforce being customised and integrated in some unique ways to realise the exact client requirements.
Implementing Salesforce has resulted in significant and measurable savings due to improved business processes and better management of team resources. The user experience has greatly improved with a significant reduction in issues being created.
Using Salesforce, the client can now manage extremely complex SLA entitlement scenarios, based on product and location combinations, and they have gained visibility of rich customer entitlement data. There is also a much higher visibility of processes and bottlenecks across the organisation which allows the business to meet its SLA’s easier.
Salesforce is now the single point of interaction for a Customer and the lifecycle of their associated products.