Customer Portal & Incident Management

The Potential of Updates

We're thrilled to share our latest success story: “The Potential of Updates”. This in-depth look provides a sneak peak of how we guided a prominent telco client through a transformative Salesforce upgrade, moving from Salesforce Classic to Lightning and revamping their self-service portal with Experience Cloud.

The Client

In the dynamic world of telecommunications, our client, a key player in managed mobile network components, stood at a crossroads. Renowned for their commitment to innovation in mobile telecom and connectivity services, they faced the challenge of modernizing their customer relationship management (CRM) and self-service capabilities to stay ahead in a rapidly evolving industry.

The Challenge

Their existing setup, rooted in Salesforce Classic and an outdated legacy portal, was no longer fit for purpose. The system's limitations were not just a matter of technology but also flexibility and future-readiness. Our client needed a partner who could not only upgrade their technology but do so in a way that was adaptive to their unique needs and cost-effective.

The Solution

Agile and Collaborative Migration

Our solution was a blend of agility and collaboration. We recognized the importance of aligning our strategies with the client's specific needs. In a unique move, we delegated certain project tasks to skilled personnel within the client's team, ensuring cost efficiency and smoother project execution.

Revamping the Legacy Portal

The migration of the legacy portal to Salesforce Experience Cloud was executed with precision. Starting with an in-depth analysis of the existing system, we preserved key functionalities while introducing new efficiencies like a comprehensive knowledge base, case deflection, and proactive incident management.

Results

The migration yielded immediate and noticeable improvements. Customers gained access to efficient self-service options, quickening issue resolution. The system now efficiently funnels pre-qualified support requests, significantly reducing unnecessary communication and enhancing operational efficiency.

Learnings & Future Lookout

This project underscored the untapped potential in many Salesforce implementations. Keeping a Salesforce system updated is crucial; failing to do so can lead to missed opportunities in enhancing operational capabilities. Our client's journey was a testament to the power of staying current and fully utilizing the Salesforce platform.

Our partnership with the client doesn't end here. We are committed to continuously introducing optimizations and further efficiencies in their processes. The journey towards operational excellence is ongoing, and we are there every step of the way.d