HKBN continues to consolidate its data and synchronise workflows across regions and business units. This will support the business to better operate and provide customers with more unified experiences such as ”Barter and Bundle”.
Under the “Barter and Bundle” program, HKBN allows enterprise customers to pay for telecom or technical support services with coupons. HKBN then passes the “bartered offers” onto its retail customers. Salesforce is key to orchestrating this program as it helps HKBN to match coupons with customers who will enjoy them. For instance, a petrol coupon holds little value to a customer without a car so HKBN uses data-driven insights through Salesforce to distribute these coupons to those who do.
With HKBN serving one in three households across Hong Kong alone, this matching would be impossible if not for Salesforce and a unified view of each customer.
“Many businesses have been struggling during the pandemic and so we ramped up our ‘Barter and Bundle’ program to help them offset their costs. It also allows us to take what was once an infrastructure cost and turn this into marketing spend which we can use to acquire and engage with retail customers,” said Hui. “The program is a win for our customers, a win for our business and a great example of how Salesforce helps us to collaborate across different teams to deliver on our purpose.”
The business’ success with Salesforce would not have been possible if not for the engagement of all its Talents, including its top executives. HKBN approached its digital transformation as an organisational change management project after a previous IT-focused effort failed. HKBN learned that in order to succeed it needed Talents to shift their mindsets and transform their skill sets.
HKBN also realised the pitfalls of over customisation and chose to adopt a strict design principle of leveraging 90 percent of Salesforce “out of the box”. A Salesforce Architect from Salesforce Professional Services helped the business adhere to this plan and deliver on a limited number of custom requirements.
HKBN now has a large team of MuleSoft Certified Developers and Architects in Hong Kong and is using its experience to help other businesses increase their agility and efficiency. The business' “Transformation-as-a-Service” offering includes strategic and technical consulting services and has been recognised with a Salesforce Partner Innovation Award.
“What we’ve achieved with Salesforce has become very visible to our customers and others in Hong Kong. We have received many questions about how we’ve done it. That’s really what led us to become a Salesforce partner. We want to help as many businesses as possible to learn from our pitfalls and grow,” said Hui.