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Service Cloud Implementation and Sales Cloud Management for a Leading Telecommunication Company

Service Cloud Implementation and Sales Cloud Management for a Leading Telecommunication Company

Client

The organization is a technology and telecommunications Equipment Company and a provider of voice infrastructure solutions for wireless and wireline service providers. The company is headquartered in Massachusetts, USA. Organization products are a generation of carrier-class Infrastructure equipment and software that enables voice services to be delivered over Internet protocol (IP) packet-based networks.

Industry

Telecommunication

Service Areas

Service Cloud implementation and Sales Cloud Management

Project Objectives

  • Moving away from legacy customer support management tool to a cloud based solution
  • Creation of a new support management tool for managing the customer tickets –monthly volumes of upwards of 5000 tickets
  • Rolling out an all new Customer Portal to ensure a user friendly and content rich experience for the end customer
  • Migration of data from legacy systems, including approx. 60000+ customer records & over 30,000 support tickets residing on existing CRM systems
  • Extensive integrations with legacy, ERP and back-end systems to address data storage for multiple countries globally
  • Optimization of current Salesforce.com implementation in the Service Cloud
  • Enhancements for existing Salesforce.com instance to reflect current business needs, including Sales & Order Management and Service Automation
  • Enhanced reporting and analytics requirements for higher level management reviews of sales, revenues and support activities

Solution

Considering the business challenges and the requirements of the customer, HCL implemented a customized and configured solution on Salesforce.com:

  • Consulting and Advisory services to create a roadmap for the customer to move away from legacy application to cloud-based Salesforce.com Service Cloud solution
  • Conduct detailed requirement definition, study and analyze change impacts and conduct gap analysis
  • Optimization of existing Sales cloud solution by extending the functionalities and re-engineering solutions to ensure smooth work flows and assimilation of information
  • Business process automation to improve customer service levels
  • Building the solution, conducting smooth integration and phased-wise rollout globally accompanied with data migration and trainings
  • Managed Support and enhancement cycle for up and running Salesforce.com environment


HCL designed a plan to quickly implement the people, processes, and tools required to deliver the vision. HCL mobilized:

  • Experienced Project Managers & Techno-Functional Consultants to lead key initiatives to success
  • Salesforce.com specific project management tools, templates, methodologies and best practices
  • Executive level status mapping and issue escalation processes
  • Market research to support the client’s vision and future strategy
  • Training plans and personnel for end user adoption and maximization of ROI


Results/ Benefits

  • Best of breed, cloud based solution implemented
  • 360 degree view of customer obtained by the customer service representatives
  • New and effective look and feel for better user acceptance
  • New case management solution rolled out for users globally and legacy application phased out
  • Centralization of customer data for improved reporting
  • Improved experience, both for internal as well as external customers
  • Reduced technical complexity, project risk as well as ongoing maintenance
  • Increased level of standardization of methodologies, processes, and tools

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