In the fast-paced telecommunications industry, data is pouring in from every direction. Every click, share, and call generates valuable information that can be used to gain a deeper understanding of customers, optimize operations, and identify emerging trends. However, without the right tools, this data can quickly become overwhelming.
Many companies struggle with fragmented data spread across multiple platforms, leading to missed opportunities, inefficient processes, and a lack of clarity in decision-making. Fortunately, there’s a solution: Salesforce Data Cloud.
Data Cloud’s Key Features
Data Cloud acts as a central hub, consolidating information from across your entire organization. This creates a comprehensive, 360-degree view of your customers, operations, and market landscape.
- Customer 360: Unlock a complete understanding of each customer by integrating data from your CRM, marketing platforms, service interactions, billing systems, and beyond.
- Intelligent Data Management: Say goodbye to messy, inaccurate data. Automated tools cleanse, standardize, and enrich your information, ensuring accuracy and reliability for better decision-making.
- Real-Time Insights: Gain access to the freshest data and analytics through customizable dashboards and reports. Make informed, timely decisions that keep you ahead of the curve.
- Hyper-Personalized Experiences: Harness the power of AI-driven insights to deliver tailored content,
offers, and support, delighting customers and fostering loyalty. - Data Activation: Drive targeted marketing campaigns, personalized customer journeys, and automated workflows across all channels for maximum impact and a consistent brand experience.
- AI-Powered Analytics: Uncover hidden patterns, predict trends, and deepen your understanding of your customers and operations with the power of Salesforce Einstein.
Data Cloud Use Cases for Telecommunications
Proactive Upselling with Service Line Objective (SLO) Insights
Imagine a telecommunications company that wants to increase service upgrades while providing proactive service. However, their current data systems don’t allow them to easily identify when a customer’s internet experience is subpar, missing key opportunities to engage.
Data Cloud solves this problem by integrating Service Level Objectives (SLO) data such as bandwidth, latency, and uptime with customer information to give a complete view of each customer’s service experience.
From there, automation tools can trigger alerts when a customer’s SLOs aren’t being met. This allows customer service to proactively address the issue and offer an upgrade to improve the customer’s experience.
By proactively identifying and addressing SLO issues, the telecommunications company can improve customer satisfaction, reduce churn, and create new revenue streams through targeted upselling.
Proactive Customer Service through Billing Data Insights
Consider a telecommunications company trying to provide a more proactive and personalized customer service experience. Their current systems don’t provide a complete picture of billing and usage data, causing them to miss opportunities to improve customer satisfaction and reduce churn.
They can use Data Cloud to integrate billing and usage data and create a single view of each customer’s account activity. By making this data accessible to customer service and sales reps through tools like automation, Slack, and Copilot, service reps could proactively reach out to customers with solutions
before issues become complaints. Sales reps could analyze usage patterns and offer tailored service plans that meet individual needs.
This proactive, data-driven approach can improve customer satisfaction scores and reduce average handling time, ultimately fostering loyalty and reducing churn.
Unifying Customer Data Across Business Lines for Growth
Every telecommunications company offers multiple services across different business lines. Imagine a company that operates each business line on a separate platform, creating siloed customer data and missing opportunities to cross-sell, upsell, and win back lost customers.
Data Cloud can unify customer data across multiple platforms. This means each complete customer profile could be accessed through Sales Cloud, Communications Cloud, and Marketing Cloud, providing a comprehensive understanding of each customer’s relationship with the company across all business lines.
With this unified view, sales reps can easily identify opportunities to cross-sell or upsell products and services based on a customer’s existing portfolio. Marketing teams can create highly targeted campaigns tailored to specific customer segments, maximizing the impact of their efforts. Additionally, the company can proactively identify and re-engage with “lost” customers, potentially winning them back and generating additional revenue.
What’s Next
Data Cloud is the bridge between your data and your potential. It connects the dots between customer interactions, billing history, marketing campaigns, and operational data, empowering you to:
- Provide proactive and personalized customer service
- Deliver targeted marketing campaigns that resonate
- Streamline order management and project tracking
- Improve customer support and reduce resolution times
- Increase sales and revenue through data-driven insights
By unifying your data, Data Cloud doesn’t just solve problems—it unlocks opportunities to deepen customer relationships, drive efficiency, and make informed decisions that propel your business forward.
Ready to transform your data from a challenge into a competitive advantage?
Schedule a free Data Cloud workshop led by Coastal’s certified experts to learn more about how Data Cloud can revolutionize your business and help you achieve your goals.
