Salesforce and data migration for telecom industry

Telecom

Get a 360-degree view of your operation and customer with data.

An awful lot of data is collected and processed in the Telecom sector. At musQueteer, we understand industry-specific challenges and are able to make data work best for the business in a secure way. With available data, we work to create a complete 360-degree view of the operation as well as the customer. In doing so, we use Salesforce, which we integrate according to our Quattro methodology and do so without disruption to daily operations. We take responsibility for a smooth and enjoyable process, with fast turnaround times and engaged stakeholders.

Bulk quantities Real-time data

Telecom companies generate huge amounts of data, ranging from call records and text messages to data usage data. In doing so, many telecom operations require real-time processing, such as calls and data usage, as well as billing. This means that data must be processed quickly and efficiently to deliver these services to customers at the desired (and expected) rate. Network performance is therefore crucial and continuously monitored, such as data on signal strength, connection quality and bandwidth usage. The scale at which data is used dictates a firm grip on data.

Understanding the customer

Telecom companies have detailed customer profiles, including information about subscriptions, phones, usage patterns and location data. But not yet always is that data optimally integrated so that a 360-degree customer view is actually created. And that is needed to predict Churn (customer turnover), for example. The better you know your customer, the better you can prevent them from switching to a competitor. An advanced system, such as Salesforce CRM, is indispensable for this purpose. In addition to behavioral data and subscription and contract data, customer service and support data are also included in the customer profile. Problems are solved more effectively when a good call history, support tickets and customer satisfaction information are available.

Safe handling of sensitive information

The Telecom industry faces strict legal requirements regarding data retention, data protection and privacy. Many Telecom companies operate globally and we see that these requirements vary greatly from country to country. This can present considerable legal and compliance challenges. In addition to legal frameworks, Telecom companies have to deal with geographic information, such as the location of smartphones. This data is important for location-based services and emergency services, but this sensitive information combined with a comprehensive customer profile presents a huge privacy risk. In the process, the Telecom industry is struggling with fraud, such as cloned SIM cards, call fraud (called Smishing and Vishing) and exploited data breaches. Effective management of this data and deployment of the right systems is essential to ensuring the business continuity of Telecom providers.

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Our offer for Telecom companies

Data Migration

The Telecom industry is pre-eminently one where large-scale and complex data sets are constantly evolving. On occasions such as network equipment upgrades, implementation of new services or systems, and mergers, these data sets must be migrated or merged, and we cannot overemphasize the importance of a well-guided Data Migration. Poorly executed Data Migrations can lead to loss of customer data, billing problems, service disruptions and even legal disputes. Business continuity is actually at stake in a Data Migration. Therefore, we ensure continuity while working to accurately transfer, transform and validate data. To this end, we comprehensively plan all phases, provide robust tools and work according to thorough testing procedures. Data Migration is thus not just a technical job, but in every way a strategic matter to maintain and improve competitiveness and customer satisfaction.

Release Management

In a Tech-heavy environment like the Telecom industry, software updates, new features and patches are the order of the day. It has to, if you want to stay competitive.

Release Management plays a key role in ensuring operational continuity. At Release Management, we provide solid planning, guidance and implementation of software releases. We fine-tune requirements, wishes and feedback between different technical and operational teams. Other stakeholders are also included to ensure that the release goes smoothly, without service disruption.

Reliability and quality of service are of great importance in Telecom. After all, failures can lead to major financial losses (and customer turnover). Therefore, in Release Management, we follow proven protocols, including comprehensive testing procedures and backout plans/rollback plans for when release issues arise. This allows us to continue to innovate while maintaining the stability and performance of the current system.

Change Management

Changing customer needs and technological innovation are the norm in the Telecom industry. To manage these changes, choosing the right software is important. Especially for Telecom companies, for example, there is Salesforce for Communications; a leading solution that gives users a grip on data and processes at all times. But selecting the right software won’t get you there. Successful technology implementation requires effective Change Management. This includes defining a clear scope, goals, stakeholder management and introducing the new software to all employees (possibly coupled with training).

We believe that Change Management is not about implementing a new system, but about influencing corporate culture so that there is a willingness to change and people actually welcome the change. When it becomes clear how a change improves employees’ ability to deal with customers and prevent or fix problems, for example, acceptance follows naturally. Especially in the telecom industry, where customer contact, expectation and satisfaction are so critical to organizational success, agility is key. We also help your organization stay agile in this dynamic.

(Agile) Implementation Management

In a rapidly changing industry, traditional, linear project management is not always the best approach. Agile implementation management is an approach that emphasizes flexibility and adaptivity. It enables organizations to respond quickly to change and reassess (even on-the-job) priorities in line with business goals. Telecom companies want to be able to react quickly to changing market conditions, as well as during implementation of new features, services and updates. Of course, planning, coordination and management are standard components in Implementation Management. Added to this is the Agile way of working, which enables iterative change. Small iterations add speed to the whole thing. This is how we shorten the Time-to-Market for new Telecom services and integrate customer feedback into the development cycle, for maximum impact on competitiveness and above all: even happier customers.

Salesforce for the Telecom sector

Essential for a growing organization in the telecom industry is the 360-degree customer view. Several software platforms exist for this purpose, the most prominent of which is Salesforce worldwide. Earlier on this page we talked about Salesforce for Communications, which as a vertical is specifically focused on the Telecom industry. But what exactly makes Salesforce so suitable for Telecom organizations?

360-degree customer view

One of Salesforce’s most valuable features is its ability to create a comprehensive view of customers, which is essential for effective customer relationship management. Salesforce provides this 360-degree customer view, bringing together data related to subscriptions, billing, and interactions. This holistic view of the customer makes it possible to make decisions based on data (rather than hunch) and provide super-personalized service.

Customer service and satisfaction

Salesforce’s strength is also reflected in customer service management. Tools such as case management and self-service portals are of great value, especially in the telecommunications sector. Thus, Salesforce contributes to helping customers with problems as well and quickly as possible, keeping customer satisfaction optimal.

Marketing, but easier

Software has to work for us. Tasks that can be automatic, we should not continue to do them ourselves. For example, Salesforce has a nice marketing automation toolkit: Salesforce Marketing Cloud. It allows organizations to create targeted marketing campaigns based on customer data, resulting in personalized messages and improved customer engagement, without customer privacy concerns.

Clear Lead and Sales Management

In addition, Salesforce supports sales and lead management. Consider lead tracking, sales automation and forecasting. This helps organizations identify sales opportunities, manage the sales pipeline and improve sales performance.

Respond quickly to opportunities because Salesforce takes you everywhere. Thanks to the Cloud, you also have mobile access to important data via convenient apps, which is particularly useful for representatives in the field.

Added value of the AppExchange

In addition to its own tools, Salesforce has an extensive ecosystem of third-party apps and extensions through the Salesforce AppExchange. Organizations can use these tools to address specific needs, such as billing or data analysis.

Being in control starts with insight

Salesforce offers advanced data analysis and reporting capabilities for this purpose. This will strengthen your grip on your data and thus the processes in your organization. The right tools will make it easier, more fun and faster for you to stay competitive in a dynamic market.

Custom integrations

Of itself, Salesforce already has a range of capabilities, especially with the industry-specific Salesforce for Communications. But of course, there may be times when a link needs to be made to further link Salesforce to the processes in your organization. For this purpose, musQueteer developers develop high-security web apps that effectively cope with cyber attacks, for example, both on the server side and on the client side.

On the Heroku Cloud platform, we build any web app you want, for example using the Ruby programming language and the Rails framework, which is combined known as Ruby on Rails. Development on Heroku is made easy and deployment is super fast. In fact, Heroku requires comparatively little computing power. Thus, we also make customization more attainable, with less time and in a pleasant way.

Experienced support for smooth processes

We have extensive experience in the telecom industry and understand the challenges faced by organizations in this sector. Not only do you have a robust and user-friendly solution with Salesforce, but our support department ensures that Salesforce continues to run smoothly and that when problems arise, a solution is provided quickly and expertly. That way, your employees are happy, but so are your customers. And that is ultimately what this industry is all about, where the difference is made by the personal approach in addition to a well-working product.

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