BSS Transformation for Telcos | Tech Mahindra

Confronting Industry Challenges with Strategic Solutions

Telcos have historically grappled with complex systems, siloed business units, and cumbersome operational processes. This high technical debt often led to increased customer churn and declining annual growth.

In today's ever-evolving market, IT stacks must adapt to dynamic industry changes across the entire customer lifecycle — from their initial brand interaction on social media to addressing customers’ concerns during retention.

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Telcos have historically grappled with complex systems, siloed business units, and cumbersome operational processes. This high technical debt often led to increased customer churn and declining annual growth.

In today's ever-evolving market, IT stacks must adapt to dynamic industry changes across the entire customer lifecycle — from their initial brand interaction on social media to addressing customers’ concerns during retention.

With specialized solutions on Salesforce Communications Cloud and Revenue Cloud, combined with CRM's core capabilities and the power of Data Cloud and Agentforce, we help telcos enhance operational efficacy. We enable enterprises to deliver faster client results and boost sales by empowering service and marketing performance.

Our key indicators are value-driven services, customer satisfaction, and continuous innovation.

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Achieve Your Business Goals

  • Target customers effectively across a wide range of channels
  • Provide a seamless, intuitive, user-friendly experience
  • Increase self-service technologies to foster positive outcomes
  • Optimize resolution times and implement a connected agent console
  • Onboard new products and services swiftly, minimizing lag time

Solution Features

The solution is an end-to-end BSS stack built on Salesforce Communications Cloud, which caters to every customer touchpoint throughout the digital journey:

  • Integrated single stack for both B2B and B2C business
  • Industry-specific data models with structured processes
  • Easier and faster integrations with legacy systems
  • Omnichannel capability across devices and user journeys
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Introduction to Agentic Solutions for Telcos

Based on our extensive experience with diverse B2B and B2C telco transformation programs across various customer segments, we have developed real-world use cases. These ensure telcos can achieve their desired efficiency and operational excellence by leveraging the combined power of Salesforce Agentforce, predictive and generative AI capabilities, and the unifying intelligence of Data Cloud to drive cohesive action.

Solution Benefits

  • Optimize efficiency by reducing resolution times
  • Enhance customer experience through personalized solutions
  • Complex bulk quote and multi-site quote handling through pre-configured ESM capabilities
  • Accelerating complex product ordering journeys and go-to-market through our rich telco experience-led accelerator

Get In Touch

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