Overview
The client, a leading French telecom provider operating in Belgium across both B2B and B2C segments, faced significant challenges due to fragmented CRM systems, with manual quote-to-order processes and Excel-based discounting resulting in long cycle times. To address these challenges, Tech Mahindra streamlined operations by implementing a B2B solution using Communication Cloud ESM and Industry CPQ with out-of-the-box processes.More
The client, a leading French telecom provider operating in Belgium across both B2B and B2C segments, faced significant challenges due to fragmented CRM systems, with manual quote-to-order processes and Excel-based discounting resulting in long cycle times. To address these challenges, Tech Mahindra streamlined operations by implementing a B2B solution using Communication Cloud ESM and Industry CPQ with out-of-the-box processes. The transformation enabled seamless sales automation while simplifying B2C operations through a single-organization strategy that reused core components. This transformation accelerated time-to-market, improved automation, and enhanced customer experience, ultimately boosting operational efficiency and revenue growth.
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Client Background and Challenges
The client, a French multinational telecom company based in Belgium with a revenue of approximately EUR 500 million, serves both B2B and B2C customers. Despite their strong market position, the client faced significant challenges:
- The B2B sales process was scattered across multiple systems and involved numerous manual steps, causing delays in contract completion and service provisioning for large deals.
- There was no unified 360-degree view of customers, limiting sales effectiveness.
- On the B2C side, the legacy monolithic product structure hindered the launch of new mobile tariff plans and promotions, resulting in a long time-to-market and high dependency on IT teams.
Our Approach and Solution
Tech Mahindra implemented a robust B2B and B2C transformation strategy to address the client’s operational inefficiencies.
B2B Solution:
- Implemented a B2B solution using Communication Cloud ESM and Industry CPQ out-of-the-box processes.
- Enabled end-to-end sales automation through a seamless journey on a single CRM application—covering lead, opportunity, enterprise quote, frame agreement contract, and bulk order
- Supported both short and long-term sales processes tailored for SOHO, SME, and corporate segments.
B2C Solution:
- Initiated simplification by adopting the B2B implementation model.
- Rebuilt the promo model by hosting promotions outside of Salesforce, enabling zero-touch launch and expiry of promos without IT involvement.
- Applied a single organization strategy to maximize reuse between B2B and B2C setups, reducing IT complexity and operational overhead
Business and Community Impact
- Increased Revenue: Automating the sales process attracted more customers, enabled the delivery of additional services per customer, and supported the development of higher-value offerings, driving top-line growth.
- Operational Effectiveness: The introduction of standardized and centralized processes, combined with modern technology, improved flexibility while optimizing the total cost of ownership.
- Innovation: The solution combined standard platform capabilities with tailored user interface improvements, creating a streamlined experience while enabling a unified Single Org approach. This strategy promoted reuse between B2B and B2C systems, reduced system complexity, and lowered ongoing IT costs.
- Partner Status Elevation: The simplification of the B2B and B2C ecosystems enabled the smoother onboarding of new service providers, strengthening the client’s market positioning and facilitating ecosystem expansion.