SOLUTION

Deliver Digital-First Support

Drive customer satisfaction with game-changing service across every channel.

Drive customer satisfaction with game-changing service.

Customer experience is the new battleground in communications. Service teams are challenged to resolve cases quickly — and become profit centers at the same time. Powered by Service Cloud, with data integrated through the Mulesoft Anypoint Platform, this solution gives your agents a complete view of every customer's devices, network data, and service details on a single screen. Service providers can address issues with recommended actions from Einstein AI, along with customer self-service portals enabled by Community Cloud that help drive subscriber loyalty while reducing costs.

Here's how it works.

This solution integrates customer data into a single view so communications service providers can deliver seamless customer experiences.

Intelligently predict and resolve issues
Integrate network, usage, billing, and device data into the customer record. Detect potential service issues, then recommend next best actions to take based on predicted customer behavior.

Keep Customers Informed with Proactive Communication
Leverage digital channels to proactively keep your customers informed on issues affecting their service. Then offer explanations and guidance to resolve issues within their preferred channels.

Empower Customers to Serve Themselves
Deploy self-help tools so customers can explore recommended solutions to resolve cases on their own. Common tasks customers can do on their own include paying bills, adding products or services, exploring frequently asked questions, and making appointments.

Increase agent efficiency and effectiveness
Resolve cases quickly with a unified view of every customer interaction. Agents get early warning indicators, with recommended next best actions. If needed, field technicians can be deployed to diagnose and resolve on-premises customer service issues — all from a single console.

Satisfy customers while balancing business goals
Streamline complex service processes by empowering agents with tools that lead to the best customer outcomes. The end result is increased Net Promoter Scores — and greater business value.

Here's how it works.

This solution integrates customer data into a single view, so communications service providers can anticipate and proactively address customer needs.

Intelligently predict and resolve issues
Integrate network, usage, billing, and device data into the customer record. Detect potential service issues, then recommend next best actions to take based on predicted customer behavior.

Keep Customers Informed with Proactive Communication
Leverage digital channels to proactively keep your customers informed on issues affecting their service. Then offer explanations and guidance to resolve issues within their preferred channels.

Empower Customers to Serve Themselves
Deploy self-help tools so customers can explore recommended solutions to resolve cases on their own. Common tasks customers can do on their own include paying bills, adding products or services, exploring frequently asked questions, and making appointments.

Increase agent efficiency and effectiveness
Resolve cases quickly with a unified view of every customer interaction. Agents get early warning indicators, with recommended next best actions. If needed, field technicians can be deployed to diagnose and resolve on-premises customer service issues — all from a single console.

Satisfy customers while balancing business goals
Streamline complex service processes by empowering agents with tools that lead to the best customer outcomes. The end result is increased Net Promoter Scores — and greater business value.

Discover how Telus puts customers first with Salesforce.

“Salesforce really helps connect all the different parts of our organization and provide a single view of our customer.”

NAVIN ARORA, PRESIDENT, TELUS Business Solutions

See the story

Astro holding communications icon in front of laptop showing product interface

See how to go beyond service and provide seamless customer experiences.

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What’s included in this solution?

Communications Cloud is the heart of a digital BSS that helps you launch products faster, deliver perfect orders, and cut costs.

Service Cloud allows you to automate your processes, streamline your workflows, and deploy the right agent at the right time.

Marketing Cloud lets you personalize customer experiences and optimize each campaign with data-first enterprise solutions for any channel and device.

MuleSoft Anypoint Platform lets you integrate data from any system to deliver critical, time-sensitive projects — all with a single platform for APIs and integrations.

Tableau CRM is a mobile app that helps your entire team find important answers and start making data-driven decisions.

Customers who are likely to purchase again based on quality of service

Improvement in first call resolution

Increase in agent productivity and process efficiency

Salesforce State of Service Report, 2020

Explore the advantages of Salesforce for Communications.

The Intelligence Playbook for Communications Service Providers

GUIDE

The Intelligence Playbook for Communications Service Providers

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Rewiring Telecoms for Future Success Means Shifting to a Customer Focus

Report

Rewiring Telecoms for Future Success Means Shifting to a Customer Focus

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Salesforce for Communications

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Deliver Intelligent Customer Service

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Improving the Customer Experience with AI-Driven Monitors and Support

report

Improving the customer experience with AI.

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Delivering Intelligent Customer Service

Interactive Guide

How to Deliver Intelligent Customer Service

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Connected Subscriber Report

Insights into the Expectations of Today’s Mobile and Cable Subscribers

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Seamless Customer Experience Webinar

2 Keys to Unlocking Seamless Customer Service in Communications

Watch the Webinar

Dreamforce 2018 Session

Increase NPS with Intelligent Telecom Customer Service

Watch the Video

Communications

SOLUTION

Deliver Digital-First Support

Drive customer satisfaction with game-changing service.

Here's how it works.

Here's how it works.

Discover how Telus puts customers first with Salesforce.

See how to go beyond service and provide seamless customer experiences.

What’s included in this solution?

Explore the advantages of Salesforce for Communications.

GUIDE

The Intelligence Playbook for Communications Service Providers

Report

Rewiring Telecoms for Future Success Means Shifting to a Customer Focus

Demo

Deliver Intelligent Customer Service

Connected Subscriber Report

Insights into the Expectations of Today’s Mobile and Cable Subscribers

Seamless Customer Experience Webinar

2 Keys to Unlocking Seamless Customer Service in Communications

Dreamforce 2018 Session

Increase NPS with Intelligent Telecom Customer Service

Ready to learn more about communications solutions?

New to Salesforce?

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