Digital Transformation for an Indian Telecom Giant
Client Overview
- Industry: Telecommunications
- Size: €8 Billion Revenue | 50+ Business Units
- Regions Served: India, Middle East, Southeast Asia
- Engagement Model: Salesforce Cloud + Integration + Customer Experience
- IBU’s Role: End-to-end Digital Transformation, Customer 360, Revenue & Marketing Automation
The Challenge: Fragmented Customer Experience, Slow Revenue Recognition
The client was struggling with siloed customer data, disconnected sales and service processes, and slow quote-to-cash cycles. Campaigns were manual, and insights were limited.
Pain Points:
- 25% of opportunities delayed due to disconnected systems
- Customer complaints unresolved due to lack of 360° visibility
- Campaign ROI difficult to track due to fragmented data
- Manual revenue recognition processes slowing deal closure
Why IBU? Salesforce-Driven Business Transformation
IBU brought:
- Vlocity (Industry Cloud) for telecom-specific process automation
- MuleSoft to integrate legacy billing, CRM, and ERP systems
- Marketing Cloud for personalized campaigns at scale
- Revenue Cloud for automated quote-to-cash and contract management
The Solution: Connected, Customer-Centric Digital Operations
Phase 1: Integration & Data Unification
- Deployed MuleSoft APIs to unify CRM, ERP, and billing systems
- Created a Customer 360 data model in Salesforce
- Migrated siloed customer and billing data into a centralized cloud
Phase 2: Industry-Specific Automation with Vlocity
- Configured Telecom Vlocity modules for CPQ, product catalog, and order management
- Streamlined service activation and provisioning workflows
- Enabled guided sales for complex telecom products
Phase 3: Marketing Cloud Personalization
- Launched AI-driven campaigns with predictive segmentation
- Triggered real-time offers based on usage, behavior, and lifecycle stage
- Integrated journey analytics for ROI tracking
Phase 4: Revenue Cloud for Quote-to-Cash Automation
- Automated contracts, subscriptions, and invoicing
- Reduced manual reconciliation and approval cycles
- Enabled real-time revenue recognition and billing accuracy
The Metrics: What We Delivered
Metric | Before IBU | After 9 Months |
Opportunity Closure Time | 45 days | 18 days |
Customer Complaint Resolution | 72 hrs | 12 hrs |
Marketing Campaign ROI | 120% | 310% |
Quote-to-Cash Cycle | 30 days | 7 days |
“It wasn’t just implementing Salesforce; it was about connecting every touchpoint of our customer journey.”
