Coforge’s Salesforce Transformation for B2B & B2C Licensing in Telecom
Overview.
A leading government-backed telecom authority embraced digital transformation to enhance customer service efficiency and compliance. Leveraging Salesforce’s Sales Cloud, CPQ, and Experience Cloud, the organization modernized licensing management, streamlined operations, and improved customer engagement. Seamless integration with SAP, Company House Database, and payment portals ensured accurate data flow and secure transactions. The result—higher customer satisfaction, a 360-degree customer view, and a 35% cost reduction—demonstrates the power of intelligent automation.
In a bid to enhance customer service efficacy, a prominent government-sanctioned telecom authority found itself grappling with a trifecta of challenges:
Outdated Legacy Systems:
Hampered operational efficiency.
Complicated license management (purchase, subscription, renewals, billing, payments) for both B2B and B2C customers.
Data Fragmentation:
Data spread across disparate systems.
Created blind spots, hindering a holistic customer view.
Inconsistency in customer experience.
Regulatory Landscape:
Constantly evolving regulations.
Required continuous adaptation
Solution.
We implemented a comprehensive Salesforce solution to address the challenges of managing legacy systems, fragmented data, and evolving regulations. The platform operating as a trifecta of technologies has transformed the way the organization operates.
Sales Cloud: Streamlined the entire B2B and B2C licensing lifecycle, encompassing purchases, subscriptions, renewals, billing, and payments.
CPQ (Configure, Price, Quote): Ensured accurate and efficient quoting for telecom licenses, eliminating potential errors and delays.
Experience Cloud: Provided user-friendly B2B and B2C portals, empowering customers with self-service capabilities and a more enriching customer experience.
Furthermore, seamless integration with key systems like SAP (ERP), Company House Database, and payment portals fosters efficient data flow, frictionless onboarding, and secure online payments. Accessibility remains paramount, with the entire application adhering to WCAG 2.1 guidelines for inclusive use.
The Impact.
35%
Cost savings
40%
Improvement in Data accuracy and consistency
Customer Satisfaction Boost: Streamlined processes led to improved customer satisfaction with licensing, contract renewals, and subscriptions.
360-Degree Customer View: Automated renewals provided a comprehensive view of customer subscriptions, fostering better customer relationship management.
Cost Savings and Efficiency: Automating manual tasks and triggering notifications resulted in a 35% cost reduction. Data accuracy and consistency across departments improved by 40%, further enhancing efficiency
