“With a catalog‑first model and automated orchestration, we finally launch bundles in days—not weeks—and our agents have the context to fix issues fast.”
Case Study: Salesforce Communications Cloud
Engagement Lead: Priyanka Diwalier
Telecom BSS/OSS | Integrations | AI & Data
“From fiber buildouts to 5G bundles—launch offers faster, fulfil accurately, support brilliantly.”
1. Overview & Objectives
A converged telecom/CSP (fiber + mobile + TV) needed to modernise its BSS stack to reduce time‑to‑market, cut order fallout and improve first‑contact resolution. Objectives: (1) centralise the Enterprise Product Catalog (EPC) and pricing, (2) enable guided selling & CPQ for complex multi‑play bundles, (3) orchestrate order management & service fulfillment into OSS and partners, (4) unify care across channels with AI assist, and (5) stand up analytics for offers, churn and network‑related tickets.
2. Delivery Approach
Phased roadmap with catalog‑first and automation‑by‑design:
Discovery & Governance: Offer lifecycle mapping, order capture → orchestration → fulfillment, address/coverage, credit checks, KYC; data & integration strategy.
Implementation: Communications Cloud data model; EPC with rules/eligibility; CPQ for multi‑play; digital commerce flows; care console with macros/knowledge.
Order Orchestration: Decomposition to service orders; jeopardy management; fallout handling; appointment/tech scheduling hand‑off.
Integration (MuleSoft): TM Forum‑style Open APIs for Product/Party/Service/Inventory; CRM ↔ OSS/NMS (provisioning, activation, number management); billing/mediation; address/geo‑services.
Data & AI (Agentforce): Sales & care copilot for eligibility, next‑best‑offer/action, summary & sentiment, outage info; churn propensity signals.
Analytics (CRM Analytics/Tableau): Offer adoption, order cycle time, fallout, NPS/CSAT, AHT/FCR, truck roll rate; cohort churn.
Change & Enablement: Role‑based enablement for sales, care, back office; catalog governance; go‑live hypercare.
Support & Optimisation: SLA‑based managed services, release readiness, cost/performance tuning.
Pillars: Catalog, Sell, Orchestrate, Fulfil, Care, Insight.
Why it works: Catalog‑driven selling and orchestration remove custom logic from channels, slash rework and keep offers consistent across sales, care and partners.
3. Solutions Implemented
1) Enterprise Product Catalog (EPC): Central offer/price/eligibility with versioning; regional fiber speeds, 5G plans, device promos, TV add‑ons.
2) CPQ & Digital Commerce: Guided selling, coverage & credit checks, device financing, trade‑in; cart/checkout with pro‑rated charges and activation fees.
3) Order Management & Orchestration: Order decomposition, service order issuance, jeopardy/fallout queues, milestone tracking, appointment booking.
4) Care Console (Service Cloud): Unified interactions, macros, knowledge, outage widgets, RMA/work orders hand‑off, pro‑active comms during faults.
5) Integrations (MuleSoft): Billing/mediation, number portability, SIM/eSIM, provisioning/activation, address/geo, identity/KYC; event‑driven updates to customers.
6) Analytics: Offer/plan performance, AHT/FCR, backlog & fallout heatmaps, churn cohorts, truck‑roll dashboards.
7) AI & Agentforce: Next‑best‑offer/action, conversation summarisation, intent classification, proactive retention plays.
4. Outcomes & Impact
• Time‑to‑market: New offer launch cut from weeks to days via catalog governance.
• Order fallout: −25–45% through orchestration & jeopardy handling.
• Care efficiency: 15–30% AHT reduction; +10–20% FCR improvement.
• Churn risk: −8–15% via proactive saves and outage‑aware comms.
• Truck rolls: −10–18% through remote fix workflows & better qualification.
• NPS/CSAT: +8–15 points within 90 days of go‑live.
Next step: Start with a 4–6 week accelerator—catalog baseline, 1–2 flagship bundles, CPQ + order orchestration MVP, and care macros—then scale to partner channels.