Salesforce and nbn™ redefine customer engagement
Australia – Government owned nbn is changing the digital face of Australia, spearheading the Federal Government’s rollout of a broadband network around the country.
nbn is working on delivering fast broadband to 8 million homes and businesses across Australia by 2020. But more than simply building and operating the wholesale network, nbn continues to transform the business by improving efficiency and relationships with its audiences.
Since its transition to Salesforce, nbn is making quick progress, by bridging gaps between departments and eliminating “swivel chair” integration to deliver a single all-of-business engagement approach with service providers and consumers.
Minimal Processes, Maximum Impact
With so much demand for scalable processes and a need to pare down manual work, nbn found too many hands were required to onboard service providers, resolve cases, answer queries, and maintain an up-to-the minute picture of progress.
nbn’s heavily customised customer relationship management platform was becoming inefficient in such a fast paced business. Changes were slow and costly, sharing information across different operating groups was difficult — far too much workflow was managed in email, spreadsheets, and legacy applications.
nbn’s rapid growth added more pressure, necessitating changes to fulfil the company’s vision for end-to-end cohesive processes.
“We had to reduce manual effort from the business,” said Rhys Jarvis. “Ultimately we will provide the network which aims to deliver fast broadband to 8 million homes and businesses across Australia by 2020, so we had to deliver a scalable system that can connect touchpoints across the business.”
“As nbn grows to meet the demands of the market, we needed to implement a quick-to-change configurable system with a modern scalable solution to meet varied stakeholder requirements,” explained Ben Shepherd nbn’s Executive Manager of CRM.
Punching Above its Weight Class
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