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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

    Salesforce Clouds Implemented

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    salesforce-clouds1
    salesforce-clouds2

    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.

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    Our Capabilities

    Servicenow

    Servicenow

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

    Artificial Intelligence

    Artificial Intelligence

    We use tailored AI solutions to revolutionise business and public services in Australia.

    Cybersecurity

    Cybersecurity

    Protect your operations with intelligent, AI-driven cybersecurity that meets all regulatory requirements across enterprise and the public sector.

    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.

    Cloud & DevOps

    Cloud & DevOps

    Speed up your cloud adoption and delivery with efficiency, security, and flexibility at every stage.

    Consulting

    Consulting

    Providing strategy, planning and leadership that accelerates end-to-end digital transformation and delivers lasting business impact.

    Data and Analytics

    Data and Analytics

    Move to secure, modern data platforms and deliver reliable insights at scale for improved decision-making.

    Digital

    Digital

    Creating user experiences that people love, while setting a benchmark for service delivery and engagement.

    Software Engineering

    Software Engineering

    With transformation that’s enabled by technology and sustained through capabilities, we’re helping clients to create change that really matters.

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