ABOUT THE PROJECT
The purpose of the project
The main goal the client highlighted was to simplify all the processes that are parts of delivering telecommunications services while optimizing the time required to complete these tasks. The most challenging were the following milestones.
Suddenly, it turned out that achieving these goals is possible only if various changes in CRM systems would be implemented. Among the others, the client needed to sort the existing systems out and integrate several legacy systems.
The cooperation started from a very detailed analysis. We had to meet the client’s needs and requirements to work on the best possible solution. It turned out that we would need to extend the basic version of the Salesforce architecture. We decided to build the system based on the native functions and to maximally utilize the Communications section. On top of that, the implementation of cloud solutions made it possible to cut the time of processing new services off.
In the telecommunications industry, there are many sophisticated operations (like e.g. switching between operators) so that we recommended that the client should make use of the omnichannel approach and focus on customer experience even more.
The formerly existing systems were scattered, there were too many legacy systems with outdated technologies, so one of the most important tasks of ours was to integrate them with Salesforce. We also implemented the Vlocity cloud-based solution fully customized to the industry requirements so that the client can speed up the digital transformation. At any stage of collaboration, we worked as closely as possible with the client.