Revolutionize Your Field Service and Sales Operations with Salesforce Service Cloud for Telcos

Offering real-time engagement and unified customer view to differentiate in a competitive market, retain customers and improve operations.

The telecommunications industry is a highly competitive and dynamic market, and companies in this sector face a wide range of challenges when it comes to field service and sales. One of the biggest pain points for telcos is finding ways to differentiate themselves in a saturated market, that has many players, and retain their customers.

One solution to this issue is Salesforce Service Cloud, a customer service platform that enables telcos to offer real-time engagement and hyper-personalized experiences to their customers. With Service Cloud, telcos can automate and streamline the customer journey, keeping customers informed throughout the process, keep appointment times and SLA commitments, and offer customers the most relevant information, becoming their communications advisor.

In addition, the Salesforce platform can also help telcos bring into one place information they currently have spread through tens of different systems. In the race to implement 5G services, many telcos are neglecting their business infrastructure systems and often find themselves with legacy systems that lack critical field service and asset management functionality. Salesforce offers a customer 360 capability, or a unified customer view, connecting marketing, sales, and service around every customer, improving customer satisfaction, and achieving operational efficiency.

Another pain point that telcos face, in the post-Covid era, is recruiting and retaining experienced and talented employees. The Salesforce platform can help telco organizations in this regard, covering multiple aspects. A few examples include utilizing information available regarding customers and ensuring it is available to the right people at the right time. This way it is possible to equip even newer and less skilled Call Center Agents with the right information required for providing high-scale customer service; using chatbots to provide answers to the most frequent customer queries, thus reducing the load from live agents; using VRA through which a field service technician with very little training could receive help and guidance from an experienced technician sitting in the back office, helping out multiple technicians in the field.

Furthermore, Service Cloud also offers a range of analytics and reporting tools that can help telcos gain insights into their operations and customer behavior. This can help telcos identify trends, spot opportunities, and make data-driven decisions to improve their field service and sales operations.

Our Customers

  • Cellcom

  • Bell Aliant



  • BSA

  • PGi

  • Yes

  • Cisco