Dreamforce'22

Over the years, telcos have built complex systems with legacy technology, siloed business process, and cumbersome operational process. Technical debt becomes too high, and buyers are getting frustrated with the disconnected experience. Customer churn is a significant problem, and the annual growth rate is continuing to decline. With the ever-changing market dynamics, IT stacks need to keep pace with dynamic changes in the entire cycle, from how a customer is targeted on social media to how fast their complaints are resolved.

Business Challenges

• Targeting customers across a wide range of channels
• Providing a seamless, user-friendly, and connected experience across these channels
• Increasing propensity to self-serve
• Faster resolution time hence mandating an easy to use and connected agent console
• Ability to onboard new products/offers seamlessly without any lag time

Solution

• End to end BSS stack built on SFDC Vlocity, which caters to the entire Lead to Serve and Trouble to resolve cycle

Features

• Integrated single stack for all lines of business for both B2B and B2C
• More configuration than code
• Easier and faster integrations with Legacy
• Omnichannel capability

Benefits

• Single integrated stack makes the business journeys seamless
• Faster time to market
• Making the trouble to resolve journey seamless, resulting in a significant reduction in resolution times
• Integrated product catalog across functional blocks

With an anticipated business growth of approximately $48 bn in the next few years, there is a massive need for an automotive platform to accelerate OEM's and dealer's performance. The solution consists of a fully integrated automotive full stack, leveraging Salesforce sales service marketing, analytics, and experience cloud, driven by data and intelligence for improved ecosystem experiences: customers, dealers, OEMs, and vendors.

The product roadmap aims at delivering –

• Integrated marketing – acquisition, retention, and loyalty journeys
• Dealer management system
• Aftermarket sales – lead-to-order for parts
• Telematics for predictive / proactive services built on Tech Mahindra platform

Business Challenges

• Information silos, disconnected systems resulting in fragmented customer journeys
• Lack of visibility into leads and opportunities, resulting in sales inefficiencies
• Increased cost per acquisition and lower marketing/sales conversion ratios
• Disconnected dealer communication
• Lack of customer-centric application design
• Transactional and static legacy systems with minimal intelligence

Features

• Extended Salesforce data model for automotive industries, enabling prebuilt cross-functional processes.
• Integrated lead-to-order journey (lead – enquiry – test drive – booking – retail) for both OEM and dealer
• Touchless booking, test drive, and service appointment journeys
• Prebuilt sales and service analytics
• Dealer sales: dealer onboarding, lead-to-order, dealer performance, OEM, and dealer communication
• Dealer service: vehicle service covering service appointments, repair orders, payments, and delivery
• Contact center templates for complaint management, BDA, RSA, claims, and service marketing
• Ready to go APIs for easy integration

Business Benefits

• Accelerated implementation for sales, service, and dealers (70% prebuilt on Auto CX cloud)
• Increased visibility into the sales pipeline with actionable insights for faster deal closure
• Streamlined vehicle services process
• Improved OEM dealer communication and performance
• Increased CSAT and DSAT driving retention and revenue
  • Improved conversion rates and lower cost of acquisition

An integrated managed product solution on Salesforce and Vlocity allowing utility customers to purchase a variety of hedge product options depending on their consumption pattern. It's a fully integrated solution offering real-time usage characteristics, customized costing and pricing, and end-to-end quote and contract management.

Business Challenges

• Creating and changing products is complex in the existing system
• Multiple systems to manage catalog, quote, and contract processes
• Inefficiency in configuring multiple products, terms, and quotes
• Difficulty in identifying active UANs under a contract due to lifecycle changes
• Difficulty in maintaining document templates

Features

• Integrated, configurable, and modular product catalog
• Guided lightning web components (LWC) based UI for multi quote configurations
• Ability to create subgroups within an opportunity for better cost arbitrage for the customer
• Integrated custom as well as standard costing and pricing, with regional (ISO, state, and customer class) sensitivity
• Automated vetting and quote guard-rails for sales efficiency
• Quote sheet with rich content (multi quotes, usage and cost charts, market analysis)
• Templatized contract documents with embedded tokens and validations
• Integration with certifying for e-signature
• Easy to use guided journeys for contract lifecycle changes (addendums)

Business Benefits

• Platform-based solution for managing quotes and contracts
• Faster time to market
• Modular, configurable, and templatized solution for low maintenance
• User efficiency via guided navigations
• Future extensible for new product lines and market segments

A fully integrated end-to-end liquor, license, and inspection system leveraging Salesforce Industry Cloud (Vlocity), Experience Cloud (Community Plus), Mulesoft, and AppExchange solutions, transform a paper-based system into a fully digital system. Licensing systems for public sector requires a Salesforce-based solution that enables to meet or exceed the following requirements:

• Manage the licensing and or certification of state businesses that sell or serve beverage alcohol
• Manage the licensing of state businesses that sell tobacco products or lottery games
• Manage the licensing and sales reporting of break open tickets in state
• Manage the compliance assignments, investigation results, and enforcement outcomes involved in the enforcement of statutes and regulations

Business Challenges

The current licensing systems are going through the following challenges:

• Manual and paper-based application
• Multiple systems to manage license, permit, and inspection processes

Difficulty in maintaining document templates

Features

• Licensing and Permits
  • Online services for guests and registered users via community cloud
  • License and permit management
• Compliance and Enforcement
  • Inspection management
  • Enforcement management
  • Investigation management
  • Board agenda and minutes management
• Education and Financials
  • Education certifications and workflows
  • Online payment and financials (Integrations)
• Reporting

Business Benefits

• Fully digital liquor, license, and inspection system
• Faster time to market
• Fully automated system
• AI-driven smart application
• Secure and accessible to external users
• Modular, configurable, and templatized solution for low maintenance
• User efficiency via guided navigations

Digital transformation's advent across the financial services industry and the fintech ecosystem has resulted in more data generation. As a result, institution’s relationship managers and agents will need to be given AI-based predictions and recommendations based on this data to enable a better relationship with customers and cross-sell or upsell products.

Business Challenges

• Lack of Integrated transaction experience due to Legacy banking applications such as core banking systems and wealth product recommendation engines
• Need for enabling inclusive Banking experience for customers and partners, families, and friends
• Lack of integration with social media to understand the digital persona of the customers to capture customer sentiments.
• Inadequate understanding of the life events of customers to track opportunities

Solution

The Capital Investment solution is built with a design that will seamlessly integrate with your Legacy financial applications such as core banking system, wealth advisory engines, your partner ecosystem, etc., to bring in data to the C360 application. The capital investment solution is an insight-driven decision-making process to predict the customer's needs and develop tailor-made pitches for financial products to increase the likelihood of selling. In addition, it aims to identify the hidden opportunities within the financial data for identifying potential opportunities with customers, dependents, friends, partners for financial planning and financial product setup.

Features

• The platform enables integrations with social media platforms to understand the digital persona of your beloved customers and their financial holdings, liabilities, retirement planning, and life events, such as newborn family members, kid's upcoming education loan requirements, mortgage investments, etc.
• Applies analytics onto the financial data for well-informed decision making
• Enables execution of targeted marketing campaigns
• Leverages insights to choose appropriate communication channels for engaging with prospects.

Business Benefits

• Segmentation of customer demographics based on behavioral analysis and family events
• Increased revenue opportunities for the financial institutions
• Financial institution’s IT systems become enhanced omni-channels for agents and business relationship managers, and enable seamless cross-selling of products through various functions
• Improved efficiency of relationship managers and agents as they "know" the customer, families, and partners in-depth

Healthcare and life sciences, consumer health, banking and financial services, and IT services organizations with global presence are heavily dependent on the availability of the skilled workforce to run their day-to-day operations and various programs and projects being executed globally. The Salesforce-based demand management tool helps organizations overcome the limitations/challenges in tracking and managing the resource demands and provide the key stakeholders with a holistic view of demands across various locations.

Features

The solution offers the below list of features/functionality:

• Master data creation
• Demand creation
• Demand review and approval
• Enabling the partner community
• Candidate selection and project assignment
• Candidate project task assignment
• Timesheet entry and approval
• Reports and dashboards

Business Benefits

• Cloud-based platform with zero investment in hardware and software infrastructure
• Anytime anywhere access through a laptop / PC / mobile with internet
• Supports multiple languages
• Highly secure, scalable, and robust platform
• Highly configurable and easy to maintain
• Intuitive user interface
• Easily integrated with legacy applications/platforms

The cloud-based knowledge management application designed and developed by Tech Mahindra would enable the organizations to overcome challenges in logging and tracking the medical information inquiries raised by consumers and HCPs. Medical information is a single application that supports all the markets, regions, and territories. The solution is built on Salesforce and leverages its lightning platform offerings.

Business Challenges

• Logging of the medical information
• Tracking of the inquiries
• Current disparate system

Features

• Account & Contact Management
• Inquiry Management (Case Management)
• Knowledge Article Management
• Product Management
• Reports & Dashboards

Business Benefits

• Omni channel interactions with HCP’s and end consumers
• Integrated with the core contact center solution (Service Cloud)
• Integrated knowledge repository with version control
• Seamless integration with Salesforce communities
• Supports multiple languages
• 360 view of the customer interactions

Tech Mahindra's CareNxt solution is diligently designed leveraging the power of Salesforce products to provide a connected care management solution that enables not just the 360-degree view, but also schedules and manages appointments.

The products used are:

• Salesforce Health Cloud
• Field Services
• Einstein Analytics

A single pane of glass provides a 360-degree view of a patient to all persons involved in a patient’s journey – The care manager, patient, caregiver, provider, transport, and the pharmacist.

Business Challenges

• Lack of a unified platform that acts as a single source of truth to engage with the patients
• Inability to process the data from multiple sources and provide near real-time or real-time updates to all stakeholders for a better experience
• The need for a proactive and reactive approach to engagement, depending on the status of the patient.
• The need for real-time risk assessments of patient

Features

• Single pane of glass for all stakeholders engaging with the patients
• Reduced time and investments by the health teams increasing the engagement time
• Available both online and offline; HIPAA certified cloud-based solution with secure anytime anywhere access
• Device connectivity enabled to provide remote patient management; seamless co-ordination of intervention when needed

Business Benefits

• A platform-based solution that is tailored to the unique needs of the provider
• Minimal setup time and faster time to market
• Innovative licensing models aimed to reduce the CAPEX cost

Vendor(s) / third party organization(s) form the backbone of any organization and are critical for their day-to-day business. In the healthcare and life sciences industry, it becomes more crucial for the organizations offering their products and services that directly or indirectly impact human lives to oversee their vendors or third parties to build trust with their stakeholders. The vendor operations and performance management system (VMS) solution designed and developed on the force.com platform enables the organizations’ vendor management/procurement teams to streamline their business operations.

Features

The features include:

• Vendor identification / registration
• Vendor risk assessment and mitigation
• Vendor onboarding and compliance
• Vendor performance assessment
• Vendor analytics

Business Benefits

• First of its kind tool
• Portable across industries
• Easily customizable
• Lightweight architecture to synchronize with heterogeneous landscapes
• Real-time data to mitigate risks and action
• Integration with Watson engine in the future state

With Patient Connect, healthcare providers can enhance the patient experience by engaging them on their preferred channel, proactively communicating depending on the patient's engagement phase – before, during, and after care management.

• Home Healthcare and Home Nursing Care - Covers medical or psychological assessment, wound care, pain, disease and medication management, and education. This type of home care is generally appropriate for those suffering from chronic illness, recovering from acute injury or disease, or needing skilled care to remain at home.
• Home Hospice - Services offered to terminally ill patients who need regular visits and monitoring. It can be home-based or in another setting outside the hospital.
• Homemaker and Personal Services - Home care aide organizations provide non-medical care or custodial care, including transportation, errands, light housekeeping, meal preparation, medication reminders, and assistance with activities of daily living. This type of home care is usually referred to as personal or companion care. It can be a boon to those recovering from an illness or injury or who are less capable of getting around entirely independently.
• Home Therapy Services - Home care providers offer an array of services depending on the patient's needs. Standard services include infusion therapy, respiratory therapy, occupational therapy, speech therapy, and physical therapy. Home infusion therapy, which accounts for more than 85.0% of this segment's revenue, includes intravenous administration of nutrients, antibiotics, chemotherapy drugs, pain management drugs, other medications, and related services.

With the vision of enabling mankind to live, work, and play better by being the trusted intermediary between telcos and new technology players, the gold build solution helps in launching products faster, facilitates reduction in build efforts and optimizes sales processes by automating manual-intensive operations. Built to accelerate time-to-value using pre-configured product journeys built upon Salesforce communications cloud comprising TM Forum compliant product models, product quote templates and process enhancements for most telco products including complex connectivity products (for e.g., WAN).

Business Challenges

• Moving from on premise to cloud
• Providing consistent channel experience
• Simplifying disparate CRM systems to simplified digital stack
• Reducing the time to market
• Lack of highly configurable CRM system
• Enablement of omni channel experience instead of channel specific experience

Features

The gold build caters to both mass market (B2C) and enterprise (B2B) scenarios with a set of configurable framework capabilities

• Mass Market (B2C)-
  • Quad play bundle with Handset and OTT channels, configurable discount schemes
  • eCommerce and omni channel experience across WEB selfcare, mobile APP, call center and stores
  • Fulfillment - sunny day and rainy-day scenarios, inflight amends, router Not working
  • Post-Sale scenarios: upgrades, home mover
  • Customer Service through digital channels such as live chat, social media
• Enterprise (B2B)-
  • Includes Product accelerators for typical communications products
  • Complete with enterprise product configurations
  • Framework complex customer hierarchy model and associated contracting templates
  • Support for gated bid management lifecycle with configurable approval processes
  • Built-in functionality to support complex quote management scenarios – e.g., multi-site
  • Quote-to-order conversion and order decomposition
  • Billing integration resolving customer hierarchy

Business Benefits

• Launch products even faster. Accelerate time-to-market, even complex products in 3 – 6 months
• 40% reduction in Build efforts because of configurable framework capabilities.
• Optimize sales processes by automating manual-intensive operations. Reduce quote-to-order cycle times by over 100%