BSS Transformation for Telcos - Salesforce & Vlocity | Tech Mahindra

Confronting Industry Challenges with Strategic Solutions

Over the years, telcos have faced challenges of complex systems, siloed businesses, and cumbersome operational processes. As a result of high technical debt, customer churn rate continued to increase while annual growth declined.

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Over the years, telcos have faced challenges of complex systems, siloed businesses, and cumbersome operational processes. As a result of high technical debt, customer churn rate continued to increase while annual growth declined.

In the ever-changing market, IT stacks need to keep up with the dynamic changes in the industry across the entire customer cycle — from their first encounter with the brand on social media to taking care of customers’ every concern during the retention phase.

With Salesforce and Vlocity, we help telcos increase the efficacy of operations, enable enterprises to deliver faster results to clients, and enhance sales by empowering service and marketing performance. Our key indicators are value-driven services, customer satisfaction, and innovation.

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Achieve Your Business Goals
  • Target customers across a wide range of channels.
  • Provide a seamless and user-friendly experience.
  • Increase self-service technologies to foster positive outcomes.
  • Optimize resolution time and adopt a connected agent console.
  • Onboard new products and services easily without lag time.
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Solution and Feature Benefits

The solution is an end-to-end BSS stack built on SFDC Vlocity, which caters to every single customer touchpoint throughout the entire digital journey. 

  • Integrated single stack for both B2B and B2C business.
  • Optimize efficiency by reducing resolution times.
  • Enhance customer experience through personalized solutions.
  • Industry-specific data models with structured processes.
  • Easier and faster integrations with legacy.
  • Omnichannel capability across devices and user journeys.

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