CASE STUDY

Sales Force Analytics Helps a Leading Telecom Services Provider to Gain a Blended View of their Business Developments

Jun 4, 2018

What the Client Wanted

Wanted to foster long-lasting customer relationships.

The Outcome

Leveraged salesforce analytics and aggregated data from several platforms to help the telecom services provider to gain a blended view of their business.

Summary of the Telecom Services Industry

Technological developments in the global telecom industry take place at an astounding rate. Telecom services providing companies are always at the receiving end of various technological innovations and customer’s demands. Nevertheless, it can be said that the telecom industry is sitting on a goldmine of opportunities waiting to be explored. However, harnessing data is a major concern for players in this sector, owing to the abundance of data sources – location logs from towers, event logs, call details from network switches, and IDS/IPS alarm.

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To process the data faster, telecom services providers will have to leverage advanced data analytics solutions that would help them help them to achieve accurate and timely insights. Telecom analytics ensures that the providers of telecom services have the right solution in place, which can help them harness the huge volumes of data and gain meaningful insights from them. The proliferation of technology over the last few years has made it essential to extract maximum insights from data-rich repositories to gain a competitive edge.

Telecom Services Industry Challenges

  • The decline in voice revenue: The medium of communication has changed over the years. Initially, text messages and voice used to dominate the telecom industry, people now prefer VoIP and internet messaging. This has negatively impacted the revenue growth in the telecom sector, compelling companies offering telecom services to identify additional revenue sources.

  • Interpreting the needs of customers: The inability to understand and predict customer preferences can be attributed to a poorly defined growth agenda. It is essential to enhance customer relationships by understanding their requirements and catering to their needs.

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About the Client

A telecom industry major offering telecom services including – network services, fixed-data services, voice services, and mobile services.

Client’s Challenge

To benefit from new types of revenue and ensure customer loyalty, the telecom services provider approached Quantzig to leverage salesforce analytics. The main objective of the engagement was to leverage knowledge from customer data that can help enhance customer relationships. It included datasets from several sources. Furthermore, with the help of salesforce analytics, the client wanted to offer meaningful services to their customers at various stages of their journey.

Salesforce Analytics Engagement Summary

Salesforce Analytics

Business Impact

With the help of Quantzig’s salesforce analytics solution, the telecom client enhanced its profit margins by better connecting with their customers. It enabled the client to identify essential opportunities to optimize costs across the value chain. Moreover, implementing telecom analytics offered enhanced visibility into the core operations, market conditions, and internal operations. Also, salesforce analytics helped in the identification of hidden data patterns, customer behaviors, and relationships, which subsequently assisted the client in enhancing their business strategies.

To know more about the benefits of salesforce analytics for the telecom industry, request more information.

Salesforce Analytics Solution Predictive Insights

Quantzig’s salesforce analytics solutions help anticipate customer demands to offer personalized services at significant stages of the customer’s journey. In order to capitalize on this potential, telecom industry firms have to integrate telecom analytics and build their competencies to maximize their benefits. Salesforce analytics also helps companies to devise enhanced strategies to continuously engage customers.

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