How to achieve a high level of business flexibility and speed up processes in providing services at the same time
One might assume that the telecommunications industry is one of the most innovative and advanced when it comes to CRM and cloud solutions. However, reality rarely ticks all the boxes. Recently, one of the largest telecommunications companies in Poland has reached out to us and asked for our help in implementing Salesforce solutions from scratch. The main idea behind their inquiry was to improve the quality of customer service, reassert their power in the field of mobile services, as well as sell products and services even more efficiently. As we always thrive on challenges, we decided to undertake this task.
ABOUT THE CLIENT
One of the largest telecommunications companies in Poland
Our client is one of Poland’s telecommunications operators of the first choice for consumers and businesses. The company is actually an international selling group with over 260 million customers worldwide. The client also provides its customers with Internet and TV services, which make the offer attractive and comprehensive. They are the only telecommunications company in Poland that offers such a wide portfolio of services. At the same time, the company creates a business model that generates sustainable growth in sales and profits.
The main goal of the company is to achieve and maintain the leader’s position in the telecommunications, multimedia and entertainment industries and, meanwhile, to maximally utilize the latest technologies that will increase profits and optimize costs.
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.
CHALLENGES AND SOLUTIONS
Challenges we have faced
The scale of the project
It is quite rare to handle projects at that scale. The client is one of the industry leaders and one of the biggest telecommunications service providers in Poland. They had been working with numerous legacy systems before and this is what we had to face. All sales and customer service processes and operations had been dependent on these legacy systems, so many integrations were needed. We utilized the Salesforce strengths – the feature that enables users to adjust and create new addons that support non-standard processes. We use Vlocity to put some limits on custom solutions and minimize the necessity to use Apex.
Switching between operators
As the telecommunications industry has its own right, it also has some specific issues with customers. One of the most serious ones is clients switching between operators. Sometimes these are relevant, large migrations. It results in constant usage of some components, for instance, the .csv file loading component, as well as a necessity to work on dozens of thousands of records. In order to fix the issue, we decided to use batches to process thousands (or millions) of records at once. On top of that, we implemented omniscripts to complete tasks quickly and efficiently without pawing through the backend.