The Challenge:
A prominent communications service provider based in the Midwest, serves over 31,000 customers and subscribers through its extensive broadband network. Although the provider has a long history of delivering outstanding service, its outdated and fragmented systems have started to impede its market competitiveness. These limitations affected the company’s ability to grow and provide an efficient customer experience.
The Opportunity:
The company required a flexible solution capable of addressing current challenges while scaling with future growth. The goal was to centralize isolated systems, automate end-to-end processes, and support every stage of the customer journey across multiple product and service distribution channels. Key objectives included:
- Enhancing customer satisfaction while streamlining quoting services.
- Improving employee efficiency and user experience.
- Achieving a comprehensive view of customer data and interactions.
- Enhancing data-driven decision-making through better tracking and reporting.
The Successful Outcome:
Palladin implemented a two-phased solution using Salesforce Communications Cloud and Certinia (formerly Financial Force). The initial phase, in collaboration with Ladd Partners, focused on Certinia’s General Ledger and Vendor Account Management, as well as Palladin’s deployment of Account and Contact Management features.
The second phase addressed B2B Lead to Contract Signature processes, with Palladin deploying Sales Cloud and configuring EPC/CPQ, Quoting Subprocesses, Contract Lifecycle Management, and order submission notifications.
Palladin’s solution transformed the company’s systems and processes, leading to improved customer and employee experiences. The solution streamlined the sales and pre-sales engineering process by providing a unified quoting process that includes pricing, availability, and labor estimates for complex projects. For instance, customers were given a custom shopping cart with product pricing and availability, which reduced labor hours and costs for the provider.
Results Achieved:
Scalable,
Connected Systems
Enhanced Efficiencies for Sales Engineering
Improved End-User Experience for Complex Quotes
Considerations for CSPs Seeking to Maximize Salesforce:
- Consolidate diverse product lines on the Salesforce platform to improve efficiency.
- Partner with experts knowledgeable about industry standards, such as TM Forum, for smoother implementation.
- Empower customers with self-service tools to enhance their experience and allow employees to focus on critical tasks.
Learn More About Partnering With Us!
Learn More About Partnering With Us!
