Profile
Customer: Leading U.S. Fiber Provider
This leading U.S. telecommunications provider delivers high-speed fiber connectivity at scale, supporting both residential and enterprise customers. With a strong focus on network innovation and expansion, the company continues to evolve its infrastructure to meet the demands of increasingly complex, multi-tenant environments.
Executive Summary
Palladin partnered with a leading U.S. fiber provider to drive a large-scale transformation following the launch of a major joint venture, enabling the shift from a traditional B2C model to a scalable wholesale operation. By replacing legacy systems and manual processes with a unified Salesforce ecosystem, Palladin streamlined complex service lifecycles, automated operations end to end, and integrated critical functions across sales, service, billing, and field operations. The result was a fully modernized, real-time platform that eliminated inefficiencies, accelerated network expansion, and equipped the organization with the agility and scalability needed to support rapid growth and evolving telecom business models.
The Challenge
Following the formation of a major joint venture with a national telecommunications provider, the client needed to rapidly transform its business model from B2C to wholesale—while simultaneously scaling operations to support aggressive network expansion.
This transformation required rethinking core systems and processes. Legacy platforms, manual workflows, and siloed operations created significant inefficiencies and could not support the speed or complexity of the new model. Key challenges included:
- Transitioning to a wholesale operating model while maintaining existing services
- Modernizing legacy CRM and backend systems to enable scalability
- Eliminating manual processes that led to errors and high fallout rates
- Supporting complex service lifecycles across provisioning, billing, and field operations
- Coordinating multiple systems and integrations across a rapidly expanding ecosystem
The Solution
Palladin led a comprehensive, end-to-end transformation—serving as the strategic and technical partner to design and deliver a scalable, future-ready platform.
At the core was a unified Salesforce ecosystem, integrating Communications Cloud, Sales Cloud, Service Cloud, Marketing Cloud, and Field Service capabilities to streamline operations across the business.
Key initiatives included:
- Enabling wholesale-ready processes across the full customer lifecycle, including MACD (move, add, change, disconnect)
- Re-architecting backend systems to support real-time provisioning, billing, and scheduling integrations
- Automating workflows from quote through activation, eliminating manual intervention
- Implementing advanced case management and outage tracking for improved service operations
- Integrating field service capabilities to streamline dispatch, installation, and activation
- Rapidly adapting the platform to support new infrastructure models, including shared-device provisioning for multi-unit environments
Palladin orchestrated multiple workstreams and dependencies, delivering iterative value while maintaining alignment with aggressive growth timelines.
The Results
The transformation established a scalable, future-ready foundation to support joint venture growth and rapid market expansion.
- 100% automation from quote through activation, eliminating fallout and improving data accuracy
- Accelerated network expansion supported by scalable, real-time systems
- Improved operational efficiency across sales, service, and field operations
- Reduced technical debt through platform modernization and seamless upgrades
- Enhanced customer experience with faster activations and improved issue resolution
- Greater agility to support new business models and ongoing innovation
Partner Impact
Palladin acted as the driving force behind this large-scale transformation—bringing deep industry expertise, Salesforce leadership, and the ability to execute complex, multi-system programs at speed.
The result: a modern telecom platform built to scale with the demands of a high-growth joint venture.
Key Data Points
Full MACD automation delivered in under 5 months
100% automation from Quote to Activation
Critical platform enhancements delivered in as little as 10 days