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6

Jul

Salesforce in Telecom

Marketing cloud,Customer Service Platform,Sales automation - posted by Vrinda J Menon

What is the current status of Telecom?

Telecoms markets are saturated, fast-moving and highly competitive.Telecom is a sector going through an enormous amount of change in terms of the products and services being sold. The competitiveness in communication companies is high with new entrants, disruptors, demographics, changing customer expectations entering the cloud. They have to reinvent themselves, upsell and cross-sell, bundle and package every year as the technology and customer needs change.

Salesforce for Communications gives clients, reps, specialists, and retailers clear, quick, simple access to all the data they require. This way, clients appreciate a more strong, customized involvement with each progression.

What are the key parameters considered while choosing a CRM in telecom?

Sales automation: CRM platform’s ability to help core telco sales operations such as sales forecasting, partner sales management, and proposal quote generation is evaluated. The ability to support sales operations across multiple channels was also tested.

Marketing: CRM platform’s ability to support various marketing functions across multiple channels is evaluated. Support for campaign management functionalities was also considered.

Customer service: The extent of the CRM platform support for telecoms’ customer service operations is assessed. It decides how refined the platform is in delivering functions such as product recommendation.

Analytics: Assesses the platform’s support for analytics capabilities such as

predictive analytics, client division, and cross-channel analytics. The platform’s ability to perform real-time analytics using data from other systems such as OSS and billing systems was determined further.

Social: Reviews the range, clarity, and evidence of the CRM’s ability for analyzing

and reacting to social media interactions, and coordinating them into the client profile.

Mobile: Considers the extent and confirmation of CRM-related activities that are conveyed to and got to from a portable domain.

Omnichannel: Distinguishes the procedures for building up capacities crosswise over retail, contact center, online portals, apps, mobile, and social.

Integration: The level of integration that exists over all client association channels is examined. Also, the level of integration that exists between the CRM platform and other telco systems such as billing, product catalog, and order orchestration are examined.

Telco frameworks adopted: This criterion is used to further determine the level to which the

seller supports telco-centered activities.

How does a communication provider use Salesforce to transform their business?

Through Salesforce, marketing will move to the next level with the help of campaign results. Sales can find leads in social channels and engage with customers in new ways. You can also create innovative, online, mobile, in-store experiences on the Salesforce platform.

Boost collaboration across the teams and align everyone in the team to work together. Salesforce helps to deliver great customer service in every channel and turn customers into friends for life.

With Salesforce, communication service providers can deliver a fully personalised and effortless customer experience on every channel. When they click on an offer, prospects get a fully personalised landing page that is formatted for any device. They can easily configure products and complete orders on their own. Otherwise they can instantly connect with the contact centre for assistance and for continuing their transaction. Contact centre gives instant access to the prospect’s promotional offers, shopping carts and browsing history. So they can recommend targeted products and services. They can also schedule product pick up and training at the nearest retail store which turns prospects to delighted customers. Customers then receive a thank you note and reminder of the store visit taking personalisation to a whole new level. When customers have product disruptions or technical issues they can troubleshoot issues on their own. This can be done with instant access to self service tools and expert communities or by reaching a service agent from their mobile device.

How does Marketing Cloud help?

With Marketing Cloud, a company can track whether people are talking about their brand, their products or trend charts. They can spot specific terms and phrases like a word “cloud” based on what is being posted about their company. They can even capture individual tweets and posts based on content. The tweet contains signals so that  Marketing Cloud automatically lists it to the sales agent for follow up. Inbound social leads come to the sales cloud where you can work through the lead list efficiently, get details on the opportunities and engage in conversations to create new business, all in one place. Besides the tweet, you can also see the cloud score and other details. This helps your company to understand your clients better and provide them with more opportunities.

Some customer success stories that will excite you:

Discover how T-Mobile finds the right path forward – https://www.salesforce.com/customer-success-stories/t-mobile/

Salesforce is Giving SmarTone Real Business Intelligence – https://www.salesforce.com/ap/customer-success-stories/smartone/

Field Techs are Driving the Customer Experience – https://www.salesforce.com/blog/2017/09/field-techs-driving-customer-experience.html

Telstra connecting international network of customers with Salesforce CRM –

Courtesy – Salesforce.com

Have a telecom use case that you would like to discuss and share? Reach out to our team and we’d love to talk!!

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