The Benefits of Salesforce Communications Cloud

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Salesforce Communications Cloud

Salesforce Communications Cloud is a product developed for CSP companies and tailored to their dynamic needs. It enables delivering exceptional customer experiences, streamlining operations, and gaining deeper insights into their business through various tools and capabilities that promote engagement across Sales, Services, and customer support.

All this is achieved using a vertical industry suite of capabilities and functionalities added to Salesforce Sales Cloud, which Salesforce terms a dedicated industry package. This package works as a strong accelerator for green-field implementations or mature operations transformation and is part of a wide variety of Salesforce Industry Clouds offers.

With the adoption of the Communication Cloud Vertical Industry Package, Salesforce enables CSP companies to boost their performance across major business implementations:

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Simplify and streamline the product-to-cash workflow

EPC – Enterprise Product Catalog

Salesforce EPC is a certified TM Forum Information Framework (SID) product. It allows you to design, test, launch, decompose, orchestrate, and manage products and offers using an enterprise-grade product catalogue designed for commercial and technical products. You can increase operational efficiency by integrating with third-party product catalogs, BSS, and OSS. Additionally, it simplifies catalogue entity versioning and lifecycle management.

Product Designer

With Product Designer, you can manage all aspects of your catalogue offerings without using multiple systems. Define product definitions, pricing, and structure while enhancing the productivity of product marketing and admin teams. Establish foundational metadata components for creating product templates and offers, all without the need for coding.

CRM Analytics for Communications Cloud

Take your reporting capabilities in Salesforce to the next level with AI-powered analytics designed for communication service providers. By using dynamic data visualizations and insights, you can sell smarter and tackle customer service issues more efficiently.

Industry CPQ – Configure-Price-Quote

Salesforce Communications Cloud simplifies the complex process of sales quoting and pricing with an easy-to-use user interface, thanks to its Industries CPQ features. It supports attribute-based pricing and complex contracts. Promotions and Discount eligibility, qualification, availability rules, and context-sensitive pricing ensure products are correctly configured, compatible, and delivered at the right price for each customer. CPQ is certified by TM Forum for both SID and eTOM. CPQ is the right fit for bundling, promotions, and discounts across B2B and B2C. By streamlining these processes, companies can respond more quickly to customer inquiries and close deals faster.

CLM – Contract Lifecycle Management

To complement the operationalization of the provisioning workflows, there is a need for a relationship with the final customer. Document generation, contract templates, terms and clause management are provided with CLM. One of the use cases with more visibility is the European Electronic Communications Code (the EECC Directive), which rules the loyalty contracts between the CPS and the final customer through the ECS Contract document. Automated OM document generation capability will also be available for quote generation, prior to contract close.

Simplified Order Management System

Order management and fulfilment are notoriously complex processes in the telecommunications sector, so Salesforce Communication Cloud provides a streamlined and fully configurable solution that maximizes centralization and automation. This solution offers a single source of truth for in-progress orders and orders’ history. By reducing the manual workload and potential for errors, telcos can improve their order fulfilment rates and customer satisfaction. The E2E view from the Order until the Asset creation is provided OOTB while ideal, sometimes order management can’t be achieved in a single system, and thanks to SF Communications cloud, integrating other systems becomes easier.

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Streamline BSS Processes and Reduce Overall IT Costs

Communications-Industry Data Model

Eliminating costly software customizations can maximize your development resources and reduce budgets. The Communications Cloud offers an out-of-the-box data model tailored specifically to the communications industry’s unique needs, all while being TM Forum compliant.

OmniStudio: extend the OOTB

Effortlessly design engaging customer interactions without the need for coding. OmniStudio empowers you with over 50 pre-configured script elements, multi-step business forms, seamless data integration, and a user-friendly drag-and-drop visual designer. Create guided flows for essential service provider processes—like credit checks, contract renewals, troubleshooting, and pricing approvals—tailored to the unique needs of each CSP and region. OmniStudio makes it easy and cost-effective to adapt the Communications Cloud to your specific requirements.

Business Rule Engine (BRE)

Enhance the precision of your business rules for sellers, service agents, and customers with the Business Rule Engine (BRE). This powerful tool automates and streamlines decision logic throughout the entire customer lifecycle. Easily create processes where a user’s permitted actions are guided by the real-time status of objects in Salesforce. The BRE allows you to define decision matrices for next best actions, offers, product compatibility, availability, eligibility, and more—ensuring every interaction is accurate and efficient.

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Increase Agent Productivity and Improve Customer Service

Salesforce 360 Customer View

Goal: have a unified view of the customer, a full 360º view. How: concentrating the customer information in a unique source of truth, the CRM.

This feature, among others, can be seen as bonus of adopting Communications Cloud. This product works on top of Salesforce CRM and benefit from a full integrated environment without distinguishment between the several products that are running in a same Salesforce organization. They will work together seamless and as a whole.

360 Customer View will make available to the agent all the meaningful information either by having it in Salesforce or simply fetching it from external systems.

Omni-channel engagement

Managing customer interactions across multiple channels is critical for a seamless customer experience. Salesforce Communications Cloud offers a unified platform for handling engagements across various channels, including phone, email, chat, SMS, and social media. This ensures that customer service representatives have a complete view of customer interactions.

Customer Service Excellence through Data Intelligence and Analytics

Salesforce is renowned for its solutions tailored to service centres, and Communications Cloud extends these capabilities to the telecommunications industry. The platform includes various tools for managing customer service and supporting operations, such as case management, intelligent routing, knowledge management, and self-service portals. These features empower companies to provide high-quality support, resolve issues quickly, and enhance customer satisfaction.

The integration of Communications Cloud with Salesforce’s Data Cloud maximizes the centralization and automation of customer data, enabling a comprehensive 360-degree view of the customer for more informed decision-making and personalized customer engagements.

Billing and Order provisioning interfacing

Salesforce Communications Cloud automates billing and downstream provisioning processes, reducing manual errors and increasing overall efficiency. An API-oriented architecture supports this. Thus, Telcos can ensure timely and accurate service delivery, essential for customer retention.

Collaboration and communication

Salesforce Communications Cloud includes tools that facilitate real-time communication and collaboration between sales, customer service, operations, marketing, and other departments. This interconnectedness ensures that all teams are aligned and can work together efficiently to meet customer needs.

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Boost Agent Productivity with AI and Automation

Billing Inquiry Manager

Streamline customer service and reduce agent training time by managing all billing and payment-related inquiries directly within the Salesforce service console. The Billing Inquiry Manager harnesses the power of predictive and generative AI, empowering service agents to resolve the most common customer issue efficiently—billing inquiries.

While Salesforce Communications Cloud doesn’t include a billing engine, the Salesforce Industries Communications Cloud offers capabilities to access, report, and analyze billing data. The Billing Management module consolidates billing information from multiple sources, allowing for flexible scheduling—pulling real-time data during customer calls or setting up monthly data loads. With comprehensive reporting features, you can store and analyze bills, bill line items, and OmniStudio Data Mapper data, ensuring that your billing processes are both efficient and insightful.

Predictive Order Fulfillment Date and Order Delay

Take the guesswork out of order fulfilment and manage customer expectations with visualization tools in Communications Cloud that track orders as they move through the various business milestones, giving you increased transparency to reduce revenue loss.

Churn Predictions

Reduce churn risk by empowering service reps with an intelligent snapshot of customer interactions and indicators. Gauge the likelihood to upsell or churn with AI-powered recommendations built into Communications Cloud to help you deepen the customer relationship and build loyalty.

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Main Benefits of Salesforce Communications Cloud

Salesforce Communications Cloud offers numerous benefits for telecom companies, including:

• Enhanced Customer Satisfaction: By providing a seamless and personalized customer experience across all touchpoints.
• Increased Efficiency: Automating complex processes such as order management, billing, and provisioning.
• Improved Decision-Making: Via centralized data management and advanced analytics offering deeper customer behaviour insights.
• Regulatory Compliance: Ensuring regulation adherence with robust data management and security features.
• Greater Agility: Enabling quick adaptation to market changes and customer demands with a flexible and scalable platform.
• Streamlined Operations: Through integrated tools that facilitate collaboration and communication across departments.

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Why is Stellaxius an expert, and how we help

At Stellaxius, we take pride on our expertise in the telecommunications industry, with a deep understanding of the challenges and opportunities faced by it. Our team of seasoned professionals leverages extensive knowledge and technical expertise as we have been working in this industry since 2010 and helping companies such as Vodafone, Altice, Omtel and OneWeb to maximise the benefits of Salesforce Clouds, best practices and advanced frameworks.

We offer a range of services, including:

• Consultation and Strategy Development: Helping telcos design and implement effective customer engagement and operational strategies.
• Customisation and Integration: Tailoring Salesforce Communications Cloud to meet the unique needs of each client and integrating it with existing systems.
• Training and Support: Providing comprehensive training and ongoing support to ensure seamless adoption and optimal use of the platform.
• Regulatory Compliance: Assisting with implementing robust systems and processes to ensure compliance with industry regulations.

By partnering with our team at Stellaxius, companies can enhance customer engagement, streamline operations, and stay ahead in a competitive market. Our expertise and dedication ensure that our clients achieve their goals and realize the full potential of the benefits of Salesforce Communications Cloud!