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How we transformed the customer experience for one of the largest mobile providers

How we transformed the customer experience for one of the largest mobile providers

The 4th-largest telecommunications company in North America wanted to drive business growth through an enhanced partner experience but was held back by legacy applications. After deciding to invest in Salesforce, the customer used an incumbent Solutions Integrator (SI) to deliver a strategic roadmap and execution. As the vendor struggled to meet project goals and timeline, the customer began to search for a new SI.

Solution

APPIRIO + WIPRO

With a large footprint of testing and automation work with the customer, our Wipro account team learned of an opportunity to replace the incumbent SI and immediately engaged the Appirio sales team to lead a discovery and presentation of capabilities. By leveraging the expertise of the Appirio sales methodology and creating meaningful dialogue with the project owners, the combined team was able to move to a verbal commitment in less than 30 days.

Appirio began the transformation effort to significantly improve customer and employee experience by:

  • Improving the partner access to key insights
  • Driving revenue growth
  • Empowering Sales Teams

Outcome

Specific areas of improvement are:

  • Sales Process Simplification
  • Service Request Quote (SRQ) and Commercial Site Inspection (CSI) Optimization
  • Service Delivery Process Simplification
  • Contract Management Enhancements

By opening up a meaningful dialogue with key customer stakeholders including IT, Operations, Sales and Procurement, Wipro and Appirio sales teams were able to quickly build rapport and engagement with multiple decision makers and prove value and insight that led to a $3.1 million engagement to manage the full migration of 2 key business systems to the Salesforce platform.