The client is Asia’s leading communications technology group with a presence across 21 countries. They are the largest mobile network operator in Singapore. It controls a significant market share in the Australian region. Besides core telecom services, they provide an extensive range of digital solutions.
Challenges
Migrating from the legacy CRM to Salesforce to achieve the following:
Building a single customer engagement platform for sales and marketing professionals from different business units, with real-time Customer360 view
Enabling “new ways of working” for both sales and marketing personnel, by implementing the best practices of customer engagement
Building a seamless integration capability so the solution is not only powered by its own data and capability but can also leverage the existing technology assets and data
Leveraging native AI and analytics capability to enable data-driven decision-making, intelligent insights, and predictive analysis
Solution
CRMIT implemented the below solution/SF modules to achieve business agility.
Salesforce Sales Cloud for handling all aspects of pipeline management: enablement for its 700 strong sales team covering the following :
Account/Contact Management
Sales Process Execution – territory management, lead/opportunity assignment using a combination of standard/custom rules, quota and forecasting, approvals
Account Planning
Competitor Information Analysis
Products, product schedules & price books, product selection customization based on the product family
Salesforce Partner Community Cloud to allow its 1000+ Sales Partners to collaborate with the client’s sales team
Einstein Analytics for self-serve and intelligent analytics combined with predictive capabilities, again natively connected to Salesforce and also integrating with the enterprise data warehouse for delivering the customer360 view
MuleSoft powered Integration that stitches this powerful platform with customer’s existing technology assets, data, and other 3rd party systems
Account management backend system callouts with UI management through custom metadata to MuleSoft
Govt. Regulatory Authority System(legacy system) callouts with UI management through custom metadata to MuleSoft
Other tools and customization highlights include :
Developed windows-based scripts to auto-extract incremental data on periodic intervals for around 25 objects, in the form of flat files, from Salesforce to an FTP server
Building a custom javascript tool for uploading large PDF files from a 3rd party DB to Salesforce avoiding heap-size issues which one would otherwise run into using apex/data loader
Benefits
Integration of all systems provided a single consolidated Customer360 view in Salesforce
Also, better visibility of the sales pipeline, nurturing, and an ability to collaborate, lead to faster conversions of leads
Optimal utilization of sales team with a logical and better distribution of the pipeline leads/opportunities
Improved Channel Partner experience as a result of better enablement and engagement, powered by out-the-box partner relationship management features available with Partner Communities
Self-serve analytics, real-time insights, and predictive capabilities with Einstein Analytics
Customer Success Stories
From an idea to an unforgettable and measurable customer experience
2, true, false, Enabling Agile Decision Making, false, ASVP is a comprehensive success plan& to streamline your business processes& minimize decision-making bottlenecks& and respond rapidly to new updates and changes.^, Back, Continue
3, false, false, asvp Unique Value Proposition, false, Agility and Adaptability^Continuous Improvement^Strategic Platform Alignment^Maximizing ROI^Data Security Priority^Comprehensive/Dynamic^, Back, Next
4, true, true, Good choice! Explore our plans to find the perfect fit for your needs., false, buildImageCard, Back, Continue
5, false, false, asvp Complements Salesforce Success Plans, false, Maximize Salesforce potential and achieve better results^Get full value of the platform’s extendibility^Fast implementation with higher ROI from Salesforce^Get customizable app functionality^Accelerate your time-to-value^, Back, Next
3, true, IN, https://www.crmit.com/wp-content/uploads/2022/08/mickey-bedi.jpg, Mickey Bedi, Vice President & Geo Leader of India, mickey.bedi@crmit.com
