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

    Cloud platform

    We offer strategy, architecture and hands-on engineering of secure, scalable, cloud landing zones and hosting platforms.

    Developer experience

    We unlock developer productivity with Infrastructure-as-Code templates and deployment pipelines with frictionless controls.

    Cloud & DevOps security

    We implement preventative and detective controls for highly regulated enterprises, to ensure the security of their users, data and apps in the cloud.

    Application modernization and migration

    We facilitate the adoption of cloud native architectures and modern infrastructure management practices for application ecosystems.

    Enterprise transformation

    We work with customers to build agile operating models that transcend traditional silos, allowing them to extract the full value from their public cloud investments.

    Connect with us

    March 2026

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

    Cybersecurity Services

    Cybersecurity Services

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

    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

    Accelerating Cloud adoption to increase the speed of delivery.

    Consulting

    Consulting

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

    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.

    Software Engineering

    Software Engineering

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