In this time, the information travels faster, a photo, the news, an opinion, and the trends can cross the world in a second. Also, the opinions about our company, the good, and bad, and we have to pay attention to those opinions that have more repercussions on the image of our companies.
A lot of data to manage, multiple processes, and all the information that the customers develop that the company cannot process or analyze, data science starts to become a significant active in the company that could be used as a guide to new and more effective strategies.
There are many tools that the market offers to us, that help our team to build the strategy to manage the extensive databases that the companies manage, specially the companies that are part of the telecommunications industry.
Salesforce is one of those software solutions that the companies can implement to improve the sales, and offer better customer service, based on the data that the tool develops starting with all the interactions between your team and the customers.
The truth is that the companies that already have a CRM software management, count with more control over their databases, and the customer service is faster, efficient and the customer satisfaction is better, that is why we recommend Salesforce to those telecommunications companies in the US that start with the digital transformation and want to know all the benefits of implement the CRM software number one on the world.
Before the implementation, know which platform fits better with your company, here.
Why must telecommunications specialist companies have Salesforce?
Other industries could benefit from having a big database that has a continuous growth, but in the telecommunications industry this could be very hard to manage.
With Salesforce, your team can access the information for any customer, it is not significant about the channel that the interaction is created, the adviser can offer the service without obstacles.
The database management process in telecommunications companies with Salesforce is based on the efficient storage and management of information related to customers, subscriptions, products, and other data relevant to the company’s operation. The following describes the typical database management process using Salesforce in the telecom context:
- Data capture: Salesforce enables centralized capture and storage of customer information, including contact details, subscription details, purchase history, and any other relevant information. Data can be entered manually or through integrations with other enterprise systems.
- Database segmentation: Salesforce provides tools to segment the customer database based on different criteria, such as geographic location, type of service, purchase behavior, among others. This allows telcos to target their marketing and sales efforts in a more precise and personalized way.
- Data update and enrichment: Salesforce allows keeping database data updated and enriched. Through integrations with external data sources, such as public databases or address validation services, it is possible to verify and complete customer information, improving the quality of stored data.
The teams also can:
- Offer better customer service with coherent information and interaction recommendations.
- Know perfectly the customer journey and have recommendations from the Einstein tool to design and manage marketing strategies.
- Generate quality leads and close more deals.
- Have a higher conversion rate.
- Track customer data regardless of the channel it comes from and integrate all information in one place.
- Focus the attention on those customers who already have a record inside your company to improve the sales.
Better interaction with the customers
The first impression is the last, that is why a flow interacts with the future customers but if the interactions are too much to be managed, this can be a problem, but with the implementation of Salesforce, you can solve it faster.
Furthermore, you can access the channels where your customers are, that lets your team contact the customer for the right channel. Moreover, with the CRM tools you can create a space for the customers to share their experiences with your brand, and give solutions if a question arises.
With Salesforce, your sales team can have a complete view of the customers and build a good sales strategy that can be applied to both the new clients and those that have many years enjoying your service.
The customer interaction process in telecommunications companies with Salesforce is based on the use of specific tools and functionalities to manage and optimize customer interactions throughout the entire customer lifecycle. The following is a description of the typical customer interaction process using Salesforce in the telecom context:
- Contact management: Salesforce allows you to store and organize customer contact information centrally. This includes data such as names, phone numbers, email addresses and any other relevant information. With this information, companies can quickly access their customers’ contact details and establish effective communication.
- Interaction logging: Salesforce allows logging and tracking customer interactions through different channels, such as phone calls, emails, online chats and social networks. These interactions are logged in the system, making it easy to track and review past communications. This helps maintain a complete history of interactions with each customer and provide more personalized service.
- Case management: Salesforce offers case management capabilities that allow telcos to record and track customer issues, inquiries or requests. These cases are assigned to service agents and efficiently managed through to resolution. Customers can track the status of their cases through self-service portals or receive updated notifications.
Permanent following and automatize following
The telecommunications companies have to attend to many customers at the same time, and keep a following of all processes that are active, begin and finalize, with this CRM platform, your team can access faster to all the processes that they need, without complications.
The complete data that Salesforce develops for your team, will help them to update every profile of the customers and design the filter that they need to better understand the management of the team.
Ongoing monitoring in telecommunications companies with Salesforce is based on a structured and efficient process to ensure customer satisfaction and business success. The following describes the typical process of ongoing follow-up using Salesforce in the telecom context:
- Customer data capture: Salesforce allows you to centrally capture and store relevant customer information, such as contact data, interaction history, contracts and subscriptions, preferences, and any other relevant information. This provides a complete and up-to-date view of each customer.
- Process automation: Salesforce allows you to automate follow-up processes, such as sending welcome emails, payment reminders, contract renewals and service updates. Workflows and automation rules help streamline and standardize these activities.
- Case and request tracking: Salesforce provides a case and request management system that allows customer service agents to log and track issues reported by customers. Each case is logged into Salesforce and assigned to a responsible agent for resolution. Follow-up is done through updates and internal communications in Salesforce.
Easy management of complaints or claims
We know that the telecommunication’s equipment is not perfect, and other inconvenient scan happen that could make that some customers do not feel comfortable with the services, here is where the complaints or claims start to came to our advisers, in these points are significant to have good driving because, as we said before, some opinions have more repercussions on the image of our companies, and in general, there are negative.
A good following of the case and the recommendations to solve the problem will be easier with the support of software programs like Salesforce.7
This process is based on using the platform’s customer service functionalities and tools to efficiently and effectively address concerns and issues raised by customers. The following describes the typical complaint and grievance management process using Salesforce in the context of telecommunications:
- Receiving the complaint or grievance: when a customer files a complaint or grievance, it is logged in Salesforce, either through a phone call, email, online chat or any other communication channel. Relevant information, such as a description of the problem, is entered into the system for further follow-up.
- Case assignment and prioritization: Once the complaint or grievance is registered, Salesforce allows the case to be automatically assigned to the appropriate service agent. Rules and criteria can be established to determine case priority, ensuring that the most urgent or complex complaints receive immediate attention.
- Investigation and resolution: The service agent responsible for the case uses Salesforce to conduct a thorough investigation and seek an appropriate solution to the issue raised by the customer. During this process, the agent may communicate with the customer to obtain more details, request additional information, or provide updates on the progress of the resolution.
The Salesforce implementation can help any telecom company to improve the sales channel, have more lead captions, and reach the growth goals that are based on marketing strategies. With Salesforce, the companies can improve their ROI expectation and the conversion rates since your team can do a permanent fellowman of the sales processes and create a personalized strategy for all points of the journey to each customer, that is to say, better marketing strategies based on the customer behavior.
With the automation of the marketing, you and your team can:
- Do better customer segmentation to reach the right public.
- Offer personalized communications to each customer and improve the engagement.
- Program the communications and focus on other activities.
- Monitoring all actions that the team can do.
- Improve your brand in different channels and let you know for more people.
Salesforce involves the use of specific tools and functionality to streamline and optimize marketing activities, from lead generation to customer conversion. The following describes the typical marketing automation process using Salesforce in the context of telecommunications:
- Lead generation: Salesforce allows you to capture and manage lead data through online forms, landing pages and other lead generation strategies. This data is stored in the platform and used to segment and categorize leads according to established criteria.
- Lead nurturing: Through the use of workflows and automations, Salesforce allows you to establish an automated lead nurturing strategy. Personalized and relevant emails can be sent to leads based on their interaction with the company, helping to maintain their interest and move them through the buying process.
- Campaign management: Salesforce provides tools to plan, execute and manage online and offline marketing campaigns. This includes creating marketing assets, tracking campaign results, and managing allocated budgets.
Besides that, this CRM solution tracks the social media ecosystem of your future customers, which lets you get closer and design more successful communications.
Also, you can access the trends of the telecom industry thanks to Einstein, the integration of the artificial intelligence to the platform, and you can use it to make better decisions in your company; analyze the behavior and habits of your customers, identify patterns and improve your strategies.
These are just a few of the benefits that the telecommunications companies can have with the Salesforce implementation, there are more because Salesforce is a very complete software for telecommunications that can fit perfectly with the needs of every company and their growth.
If you are a company that implements this software and finds an extra talent, remember that SQDM is your ally in the outsourcing for IT companies, discover our quality services, contact us.