2 minute read

    The Challenge

    • Disconnected communication channels impacting customer experience.
    • Manual and inefficient processes.
    • Over-reliance on portals for customer acquisition.
    • Legacy product codes and complex order management.

    The Approach

    Phase 1:

    • Personalized, unified communication across SMS, email, voice and social channels.
    • Enterprise Product Catalog (EPC) to decouple offers from legacy codes, boosting CPQ and order efficiency.
    • Better business rule management for fast offer adjustments.
    • Better integration with CRM, billing and network systems for a unified customer view.

    Phase 2:

    • Automated sales pipelines and support workflows to reduce manual effort and error.
    • Personalized customer journeys for enhanced satisfaction.
    • Faster response times through integrated support flows.

    The Results

    Reduction in communication silos

    Improved order management efficiency and flexibility

    Increase in customer engagement and response rates by 30%

    Elevated customer satisfaction and 15% reduction in customer churn

    Faster sales cycles with 50% reduction in sales processing times

    Enabled for future AI capabilities and features

    Our Process

    By implementing our agile process, we targeted key business and customer journeys for timely market releases.

    Business Alignment

    Prioritizing flexibility via managed services model to meet changing customer needs.

    Discovery Phase

    Developing product strategy and customer journey.

    Development and Support

    Providing continuous client support and service improvements.

    About Synechron’s Salesforce Practice

    4.90

    Average CSAT

    1200+

    Salesforce Certifications

    400+

    Salesforce Experts

    Our Service Offering

    Salesforce Consulting & SMEs

    Leveraging industry expertise to provide digital advisory and implementation services.

    Digital Transformation

    Acting as a catalyst to help customers differentiate their customer experience by using the Salesforce platform.

    AI & Agentforce

    Automating processes via advanced ML & modelling sales and marketing & service autonomous assistants.

    Data Strategy & Migration

    With a "cloud first" approach, Synechron supports customers in transforming and migrating their data infrastructure.

    Proven Implementation Framework

    Using an agile approach to ensure flexibility and ongoing customer input throughout the project lifecycle.

    Mulesoft Integration Solutions

    Enabling data synchronization to provide real-time updates across the entire tech ecosystem.

    Connect With Us

    August 2026

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    Our Capabilities

    Appian

    Appian

    Design, automate and optimize complex business workflows using process orchestration, AI and RPA (Robotic Process Automation) to build enterprise applications faster.

    Artificial Intelligence

    Artificial Intelligence

    We partner with companies to harness the potential of AI technology to revolutionize their business.

    Cloud & DevOps

    Cloud & DevOps

    Accelerating Cloud adoption to increase the speed of delivery.

    Consulting

    Consulting

    Providing strategy, planning and leadership to accelerate end-to-end digital transformation.

    Cybersecurity Services

    Cybersecurity Services

    We partner with organizations to leverage AI-powered cybersecurity solutions, enhancing their threat detection and response.

    Data

    Data

    Helping enterprises move to  modern data solutions and deliver reliable analytics at scale.

    Digital

    Digital

    Creating user experiences that people love, by exceeding expectations.

    Salesforce

    Salesforce

    Partner with us to connect, automate, and grow — with trusted, AI-driven Salesforce digital solutions that put people at the heart of innovation.

    ServiceNow

    ServiceNow

    Assisting clients to optimize their workflows and enhance operational efficiency through tailored ServiceNow solutions.

    Software Engineering

    Software Engineering

    Assisting clients to create change that matters – transformation, enabled by technology and sustained through capabilities.