Salesforce for Telecom Company — B2B and B2C Operations Implementation

The client intended to automate all of its comprehensive and end-to-end
processes across B2B as well as their B2C business.

INDUSTRY

Telecom

BUSINESS MODEL

B2B & B2C

TECHNOLOGIES USED

Salesforce Sales Cloud, Marketing Cloud,

How Wrinom Leveraged Salesforce To Improve Customer Relationship Management

About Wrinom is a top-notch technology and marketing solutions provider company founded in 2017. Private companies can avail of the company in customizing their software, IoT applications, data services and digital transformation ya full-stack development. That is when Wrinom came up with the idea of adopting Salesforce, a reputed Customer Relationship Management (CRM) tool to handle their mushrooming clientele and elevate day-to-day operations. To understand the nature of deployment, learnings gained from challenges faced during deployment and solutions provided in few cases before we leap to results obtained post Salesforce implementation- a deeper insight into it has been shared by this case study offering insights on how Wrinom achieved its objectives. Salesforce for telecom

What’s the problem?

The client wanted to automate their entire end-to-end processes across B2B and B2C thereby making them a more digitized customer.

The client sought to improve and simplify their entire business process that covers B2B as well as B2C areas. Salesforce was identified as the primary driver to enable customerfacing agents in call centers, stores, partner organizations and sales teams. Multiple Salesforce projects in the client portfolio aim at: enhancing customer centricity, speeding value delivery, increasing productivity by strategic digitization of processes.

What we did…

To help put them in the best position possible, Wrinom came up with an end-to-end transformation roadmap built for streamlining their Salesforce investment and selecting necessary security features that coincide closely to organizational compliance standards.

The architecture team has shown a reliable business alignment with strong support for stakeholder engagement to uncover and remediate major organizational pain points. The combined effort optimizes the consolidation of Salesforce Sales and Service Cloud licenses.

Existing marketing automation and data warehouse solutions by the Architecture team, powered with integration plans as well as security measures. Sales Pipeline and Opportunity management related workshops were also conducted by the Zycus team to refine contract automation giving a holistic outlook towards Contract Post Award Process.

Through Service Cloud technology of email-to-Case and SLA management, an innovative novel complaints & compensation resolutions system was implemented in the local environment. The team has conducted formal engagements with the client architecture council, security and privacy teams to ensure that what is being proposed will fall within organizational policies, directives, templates. The result: a complete platform solution built for maximum Salesforce efficacy, and in full compliance with the strictest standards of security and evidence.

Implementation Process:

1. Requirement Analysis:

The first part is a detailed analysis of the requirements investigating what does your company really wants. This involved knowing all the stakeholders, what processes were out there and defining the scale of work.

2. System Design and Customization:

Following the requirements analysis, in compliance with which a customized Salesforce solution was formed tailor-made for Wrinom. This included setting up Salesforce modules (Sales Cloud, Service Cloud and Marketing cloud) with integration to current systems.

3. Data Migration:

The key part of the implementation for them was moving data over from your outdated systems to Salesforce. This required rendering periodic data cleaning and transformation activities to participate variety.

4. User Training and Change Management

Study staff provided full training to end-users in order to guarantee a seamless transition. We also applied a series of change management strategies to overcome resistance and achieve wide scale user adoption.

5. Go-Live and Support:

Following exhaustive tests and trials, the organization went full blast Salesforce. To take care of any issues after implementation and to encourage continuous improvement, post time implementation support was offered.

Challenges and Solutions

1. Data Quality Issues:

Data quality suffered because of the migration and consolidation of data from several legacy systems. This situation led to the incorporation of data cleansing and validation processes that guaranteed the accuracy and reliability in such a process.

2. User Resistance

Initially, some who reject change and frown upon the new mechanism adopted. To overcome this challenge, a thorough change management plan was put in place that included constant communication, training exercises and rewards for those who jumped into the fray first.

3. Integration with Legacy Systems:

The integration of Salesforce with its other systems, like the company’s ERP and marketing automation tools, was difficult. The creation of custom integration solutions to facilitate
instantaneous, synchronized and flawless data exchange across systems.

4. Customization Needs:

The company had a tailored set of operations that demanded considerable customization from Salesforce. The implementation team worked with stakeholders to get a handle on their requirements and developed specific solutions.

Results and Benefits

1.Enhanced Customer Insights:

Centralizing customer data also allowed Wrinom to access a full picture of the history and interests of individual customers, encouraging more personal interactions that contributed to higher levels of service.

2. Data-Driven Decision Making:

Real time insights, Advanced reporting and analytics (Sales performance metrics, Customer behavior patterns & Market trends) This allowed the management team to have decision-making power but also come up with good strategies.

3. Streamlined Sales Processes:

This led to improved sales processes, such as automated lead management and opportunity tracking as well as pipeline-management capabilities garnering greater productivity. However, once it is in place the sales team will be enabled to focus more on
closing business as opposed administrative activities.

4. Improved Collaboration:

One of the most significant benefits that came from this was the improvement in communication and collaboration between departments, which ultimately helped resolve customer cases quickly, meaning better overall performance.

5. Increased Revenue:

Thanks to better sales processes, and winning relationships and contacts, Wrinom generated more in the course of business engagements. This made their conversion rates soar with the improved ability to track and nurture leads.

6. Scalability and Flexibility:

Salesforce enabled us to communicate better and collaborate with other departments, which consequently helps in resolving customer issues faster, for the sake of overall improvement.

Conclusion:

The successful adoption of Salesforce at Wrinom changed the way it operated its customer relationship management and sales process. Centralizing customer data, automating sales works flows and enhancing collaboration — with all this feature, wrinom increases productivity and efficiency along with high revenue. The Salesforce reporting and analytics features enabled the management team to make more informed choices rather than simply guessing, ultimately allowing them to outshine their competition. This case study is an example of the success in business growth when implementing CRM that has been properly planned and executed.

To implement Salesforce in a way that would enhance customer-centricity, boost productivity, and improve overall operational efficiency.