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Telecommunications

Industry

>6 months

Duration

Vimera Team

A global telecommunications leader with over 40 years of experience in designing and developing high-performance network communications solutions. The client spans all segments of the network, including transport, connectivity and distributed network applications, providing a holistic approach to the network edge, enabling providers to deliver advanced connectivity across multiple platforms.

Client

Salesforce Solutions

Challenges Outline

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The client noticed that the sales team was taking a much longer time to close sales.

The sales team uses traditional methods; spending too much time filling out Excel sheets to track pricing, quoting, and products; and a manual approval process for customer discounts.

There was a lack of automation in all processes related to customer interaction. It was necessary to propose the proper industry solution to be scalable and flexible.

There was no customer self-service portal to help customers find answers to frequently asked questions, access knowledge base articles, and submit support requests.

There was a lack of Contract Lifecycle Management (CLM) to effectively manage the creation, execution, negotiation, and analysis of contracts throughout their lifecycle.

According to the client's requirements, the Vimera team suggested Vlocity Communications Cloud as an effective industry-specific solution to support the rapid growth of the customers, furthermore to streamline and unify internal business processes related to the quoting process & order management.

The Vimera team configured and customized Vlocity Communications Cloud and Industries CPQ to meet customer needs and requirements utilizing Pricing rules, Discounts and Promotions, Bundles, Attributes and Picklists to configure and manage CPQ in one place.

We set up an Enterprise Product Catalog (EPC) in order to provide a unified interface for different groups of users; eligibility and compatibility rules to control which product can be available for purchase; a custom product hierarchy was created based on the customer’s current offerings.

The Vimera team implemented a Self-Service Community to provide a seamless experience for the end customers. OmniScripts were utilized in the Experience cloud portal.

We implemented a Contract Lifecycle Management (CLM) to support document generation and signing of custom document templates.

OmniScripts were widely used for both internal Salesforce Lightning users as well as for a customer portal to provide easy and clear step-by-step setup processes. For example, an OmniScript for the customer support team to collect data for equipment installation and/or maintenance the request from a customer.

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Vlocity Communications Cloud implementation was successfully integrated into the client's current network including a community portal, and other custom solutions to streamline the work of the internal managers by using a unified interface for product & subscription management.

Increased employees’ productivity. Salesforce implementation allowed our client to redistribute their time and concentrate on higher priority tasks like further business expansion rather than on daily routine.

Workload optimization. Reduced managers' workload by allowing their clients to configure Quotes with final validation.

There is now a convenient portal for customers to find answers to frequently asked questions and create support requests.

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Nicholas Chang
VP of Sales & Marketing
Flower Company
Miami, Florida, US

Fedor Orth
Head of Software Engineering
Clear Aligner Provider
Berlin, Germany