Making a Unique Customer Experience with Salesforce Solutions
A unified digital platform to manage enterprise relationships, streamline service delivery, and enhance customer support for internet and managed network services.
About the Organization
A leading telecommunications provider in Guyana specializing in fiber-optic internet, managed network services, and enterprise connectivity solutions for businesses across the country.
Challenges
The client faced operational inefficiencies due to a lack of a unified platform for enterprise customer management. Fragmented service delivery across business units, manual issue handling, and slow resolution resulted in poor customer experience, while tracking usage, subscriptions, and upgrade opportunities remained cumbersome and error-prone.
What We Have Done?
Implemented a centralized platform offering account and subscription management with automated onboarding, omnichannel support, proactive notifications, personalized product recommendations, and a self-service knowledge base. Integrated live chat, automated case escalation, field service booking, and customer feedback collection enhanced issue resolution, service quality, and overall subscriber experience.
Products Used
Salesforce Communication Cloud
Salesforce Marketing Cloud
Salesforce Loyalty Management
Salesforce Data Cloud