Salesforce Solutions Brings Trasnformation to Telecommunication Sector!
Migrating to a unified digital platform to streamline service delivery, enhance customer support, and enable data-driven engagement strategies.
About the Organization
One of a government-owned telecommunications company in Aruba provides mobile, internet, and television services, and has been the backbone of the island’s telecommunication infrastructure for decades.
Challenges
- Lack of a unified platform to manage enterprise customer relationships.
- Fragmented engagement journeys across SMS and email channels.
- Disparate systems for marketing, billing, and customer support data.
- Manual processes leading to slow resolution and reduced customer satisfaction.
Key Features Implemented
- Migrated all Marketing Cloud engagement journeys (Email & SMS) to MC Next.
- Rebuilt integrations with SMS Gateway and automation workflows.
- Defined unified customer identity rules (mobile + email based).
- Built calculated insights for churn risk, renewal prediction, and CLV patterns.
Products Used
Salesforce Marketing Cloud
Salesforce Data Cloud
Results & Business Impact
Faster Issue Resolution
Unified access to billing, service, and account info helped resolve subscriber issues faster.
Stronger Customer Loyalty
Consistent, personalized service across channels boosted satisfaction and retention.
Increased Revenue Opportunities
Contextual upsell and cross-sell recommendations increased revenue.
Agent Productivity Gains
Automation of simple tasks freed agents to focus on complex cases.
Operational Efficiency
Reduced manual data entry and reporting efforts significantly.
CSAT Score: 5/5
Achieved top customer satisfaction ratings post-implementation.