Profile
Customer: Midwest Telecommunications Provider
This employee-owned telecommunications provider has been delivering broadband, managed WiFi, television, voice, and security services to residential and business customers for decades. Known for its commitment to customer service and network innovation, the company continues to invest in modernizing its operations and customer experience through Salesforce Communications Cloud.
Executive Summary
As part of its ongoing Salesforce Communications Cloud transformation, the company partnered with Palladin to modernize and streamline the customer move experience. Previously, customer moves required multiple disconnected processes across ordering, provisioning, scheduling, and billing systems. Palladin delivered and deployed a comprehensive Move capability that unified these workflows, improved operational visibility, and enabled a more seamless customer experience while supporting complex service scenarios across the business.
The Challenge
The company needed to modernize and stabilize the customer move experience across service qualification, ordering, scheduling, provisioning, and billing.
Prior to this implementation, customer moves required two separate processes: disconnecting service at the existing address and creating a new service order at the destination address. This increased operational effort, created fragmented customer experiences, and required coordination across multiple systems and teams.
Key Challenges:
- Managing customer moves across multiple business systems and downstream integrations
- Maintaining service continuity during address changes
- Supporting complex product combinations, including Internet, Managed WiFi, WiFi TV, and related services
- Improving operational visibility and reliability for customer service representatives
- Enabling a scalable framework for future service scheduling optimization
The Solution
Palladin implemented and deployed the Sprint 3 Move capability as part of the organization’s Salesforce Communications Cloud transformation.
Key components of the solution included:
- Enabling structured move-order handling through Salesforce CPQ, Order Management, and Field Service
- Supporting orchestration across Salesforce, MuleSoft, CostGuard, Technical Enrichment (N8N), and downstream provisioning processes
- Validating critical business scenarios through SIT, UAT, production readiness reviews, and post-deployment testing
- Successfully deploying the capability to production with no major blockers for CSR adoption
- Enabling Salesforce Field Service Enhanced Scheduling Optimization to improve appointment selection, technician utilization, territory alignment, and future scheduling scalability
Palladin also provided end-to-end architecture leadership, deployment planning, testing coordination, issue triage, and go-live support while working closely with business and IT stakeholders throughout the project lifecycle.
The Results
The deployment successfully expanded operational capabilities for customer move scenarios while strengthening the foundation for future service delivery enhancements.
- Successfully deployed Sprint 3 Move capability to production
- Released to users with no major blockers identified for CSR adoption
- Improved coordination across ordering, field service, provisioning, billing, and scheduling processes
- Enhanced visibility into customer move workflows and operational status
- Established a stronger foundation for intelligent field service scheduling and optimization
- Achieved a smooth production rollout with successful business validation following go-live
Why This Matters
For telecommunications providers, customer moves are among the most operationally complex service transactions. Modernizing this process improves customer satisfaction, reduces operational friction, and increases service continuity.
This deployment represents another significant milestone in the organization’s Salesforce Communications Cloud transformation journey. By partnering with Palladin, the company streamlined a critical customer lifecycle process, improved operational efficiency, and built a scalable framework to support future growth and service innovation.