through leading change€¦ · how salesforce can help network capacity and bandwidth ⦿network...

LEADING THROUGH CHANGEin the Communications IndustryYour Guide to How Salesforce Can Help

May 2020

Implications for Comms Companies

Stabilize your Company

Reopen your Workplace

How Salesforce Can Help

Overview - Ongoing Impacts of COVID-19 to Comms

Table of Contents

01

02

04

3

4

12

7

2LTC | Communications Industry

How Comms Companies are Responding03 5

8

Grow your Business 16

Continue Your Journey05 21

Ongoing Impacts of COVID-19 to Communications


Stabilize Your Company

Reopen Your Workplace

Overview


How Comms Companies are Responding


NETWORK CAPACITY AND BANDWIDTH

⦿ Network utilization for increased WFH, home schooling and video streaming increasing by upwards of 50% - potentially creating capacity issues in some areas

The COVID-19 pandemic has affected the Communications industry immensely, pushing the limits of both network capacity and the ability to deliver great customer service. Consequences related to the outbreak and the extraordinary measures taken by many countries to limit the spread have been disruptive to sales, retail channels, and network consumption, and projections estimate this will continue throughout 2020.

5G ROLLOUT

⦿ 5G technology was highlighted as a significant need to cater to the network capacity demand, potentially accelerating adoption in the long term

SMARTPHONE AND RETAIL SALES

⦿ Device and retail sales expected to be down through 2020⦿ Closure of / lower foot traffic in retail stores to continue into Q2

REVENUE IMPACT - SURCHARGE AND FEE WAIVER

⦿ Revenue impact due to some services and surcharges being waived

CUSTOMER SERVICE AND ENGAGEMENT BOTTLENECK

⦿ Store closures and care hours shifting call volume into care, dramatically increased call wait times

⦿ Digital channel interactions are going to explode for the near term

EMPLOYEE ENGAGEMENT

⦿ Companies move their front line staff to work from home, causing limited operations and collaboration

REVENUE COLLECTION

⦿ Increased payment collection risk due to slow economy and job lossGrow Your Business

Continue your Journey

Implications for Communications Service Providers4LTC | Communications Industry

FINANCIAL IMPLICATIONS

Cash preservation and access to cash will be a top concern as demand remains volatile

CUSTOMER COMMUNICATIONS AND SUPPORT

With closed stores and reduced customer care availability, communications companies will be driving more interactions into the contact center

OPERATIONAL IMPLICATIONS

Cost take out and producing more with less are critical, which requires an acceleration of automation. The medium to long term focus areas will be to reduce the operating expenses of legacy systems with lots of customizations, moving to agile cloud based services, and promoting self-service and digital channels of interaction

STRATEGIC BUSINESS IMPLICATIONS

Diversified business models and revenue streams will be more important than ever, in addition to accelerated execution as core services and delivery methods experience volatility. Acquisitions will be less of a focus, and churn reduction and retention with cross-sell and upsell of services will require more attention

NETWORK CAPACITY IMPLICATIONS

Increased dependency on remote workforce and overall spike in the OTT content consumption is testing- and will continue to test- the network capacity models. We will see more focus on SDN and 5G rollout. In the short term, this could mean re-prioritizing resources from launching new products / services, to network

The ripples are going to be felt across the board, whether that’s revenue impact or scaling to meet increasing demands on network and customer service. Customers are feeling the need to be connected more than ever, and service providers are in the middle of helping our communities remain together in an increasingly virtual world. Implications for Comms

Companies

Overview


Grow Your Business





How Communications Companies are Responding5LTC | Communications Industry

Communications organizations globally have pivoted quickly in the wake of the current situation, from moving to remote service to establishing new ways of extending reach to connect a larger portion of the population. Some examples below.

BANDWIDTH CONTROL &

OPTIMIZATION

STORE CLOSURE & ADJUSTED

OPERATING HOURS

FREE / CHEAPER DATA PACKAGES &

EASED BILLING

SHIFT TO DIGITAL SERVICES

DATA SHARING WITH HEALTH AUTHORITIES

COST-CUTTING & PAY CUTS

(20 MARCH, 2020): Thailand-based dtac

reported double- and triple-digit growth in

traffic from video conferencing apps between

1 January and 19 March (ie Zoom rising 828

per cent and Skype up 215 per cent). The

company said it is optimising network

capacity to keep up with traffic spikes due to

an increasingly homebound workforce.


Overview



Grow Your Business




How Communications Companies are Responding6LTC | Communications Industry

PRIVACY LAWS ARE OPENING UP TO TRACK

LOCATION

NEW PLANS FOR LOW INCOME FAMILIES

LATE FEES AND CHARGES WAIVED

CONTRIBUTING TO COMMUNITY Implications for Comms

Companies

Overview


Grow Your Business





How Salesforce Can Help7LTC | Communications Industry

We’ve collaborated with experts across our ecosystem to develop a structure that gives you a simple way to see the decisions you need to make, and when. We’ve broken down our approach in three stages: stabilize your company, reopen your workplace, and eventually - when we emerge from this crisis - grow your business. Regardless of where you are in your journey, Salesforce can help serve you and your business.Implications for Comms

Companies

Overview


Reopen your workplace

Grow your Business


Grow Your Business






EQUIP REMOTE WORKFORCES

Quickly and effectively ramp up remote workforces to address critical

business needs

DELIVER EFFECTIVE COMMUNICATIONS

Create a crisis management portal to communicate to customers and

employees

USE ANALYTICS TO INFORM DECISIONS

From network to customer engagement, analyze trends and

engage your stakeholders

This is the first level of crisis response, which focuses on mitigating short-term risks and stabilizing operations.


Overview Stabilize


Grow Your Business






Deliver Effective CommunicationsDevelop a communication plan and cadence to all stakeholders


Overview



Grow Your Business

Stabilize

STREAMLINE CRISIS COMMUNICATIONS PROCESSES

Leverage Quip to collaborate and build communication templates, and disseminate messaging to your employees through Chatter

CREATE A CRISIS COMMUNICATION PORTAL

Keep customers and leadership teams in the know by building a portal to communicate state of business, stores, and networks

DELIVER DIGITAL COMMUNICATIONS

Quickly go digital by building employee apps and sending immediate communications via SMS to employees, customers, and partners with Marketing Cloud

Quip

Chatter

Employee Apps

Communities

Marketing Cloud

LEARN MORE ABOUT HOW WE CAN HELP




https://salesforce.quip.com/landing/salesforce-signup

https://trailhead.salesforce.com/en/content/learn/modules/chatter/chatter_intro

https://www.salesforce.com/products/platform/overview/

https://www.salesforce.com/products/community-cloud/overview/

https://www.salesforce.com/products/marketing-cloud/journey-management/



Overview



Grow Your Business

Stabilize

Equip and Support Remote WorkforcesTools and processes to empower employees to thrive in a digital world

RESKILL EMPLOYEES WITH TRAILHEAD

Continue your culture of learning from home by encouraging your workforce to develop new skills with Trailhead

Service

Field Service

Einstein Bots

Trailhead

Communities


OPTIMIZE FIELD TEAM SUPPORT

Incorporate real-time efficiencies with dispatch, cover unexpected absences and keep customers informed with Field Service Lightning, and avoid truck-rolls by leveraging video for virtual installations and troubleshooting

GIVE TIME BACK TO AGENTS

Effectively manage increase in service requests and MACD orders with self-service and chatbots, or route to community portal with articles and FAQs




https://www.salesforce.com/products/service-cloud/overview/

https://www.salesforce.com/products/service-cloud/field-service-lightning/

https://www.salesforce.com/products/service-cloud/automated-customer-service/

https://trailhead.salesforce.com/

https://www.salesforce.com/products/community-cloud/overview/



Overview



Grow Your Business

Stabilize

Use Analytics to Inform DecisionsLeverage network and customer insights to guide your decision making

CONNECT YOUR DATA

Connect your data from varied backend BSS and OSS systems using pre-built adapters

TRACK DIGITAL SENTIMENT

Analyze customer and brand sentiment and communicate to keep customers engaged across social channels

EASILY UNDERSTAND YOUR DATA

Visualize and analyze your data across various sources to drive informed decisions

MuleSoft Anypoint Platform

Tableau

Social Studio





https://www.salesforce.com/products/integration/overview/

https://www.salesforce.com/products/analytics/overview/

https://www.salesforce.com/products/marketing-cloud/social-media-marketing/


DELIVER INTELLIGENT CUSTOMER SERVICE

Deliver predictive and proactive customer service across all assisted

and unassisted channels

GROW SUBSCRIBER RELATIONSHIPS

Deliver exceptional digital experiences that drive subscriber

loyalty

ENABLE REVENUE OPERATIONS

Keep revenue flowing with secure system access, sales efficiencies,

and smart tools

As business stabilizes, we shift our focus on reopening. For service providers, this means re-evaluating contact centers and customer interaction spaces, deepening relationships with customers, and leveraging new digital channels to keep revenue flowing.


Overview


Reopen


Grow Your Business





Watch how Telstra empowers its agents and serves its customers across the entire customer journey


Overview



Grow Your Business

Reopen

Deliver Intelligent Customer ServiceSupport customers by optimizing coverage and enhancing self-service channels

MAINTAIN EMPLOYEE HEALTH AND SAFETY

Assess return to work readiness, manage and plan shifts, and securely survey to gauge employee wellness

PREBUILT INDUSTRY SPECIFIC PROCESSES

Prebuilt industry processes based on comms-specific data models help reduce costs for customizations

MAKE IT EASY TO CROSS-SELL AND UPSELL

Surface next-best offers and actions based on analytics and insights to provide sales opportunities within service transactions

STREAMLINE AGENT AND CUSTOMER EXPERIENCE

Deliver contextual and proactive engagement based on persona across all digital and unassisted channels


Service Cloud MuleSoft Anypoint Platform

AppExchange Partner:

VlocitySales Cloud Einstein




https://www.salesforce.com/au/video/8929492/

https://www.salesforce.com/au/video/8929492/



https://appexchange.salesforce.com/appxSearchKeywordResults?keywords=vlocity


https://www.salesforce.com/products/sales-cloud/features/sales-cloud-einstein/

https://www.salesforce.com/work/


Orange Flex uberized the telco buying experience by creating a digital-first brand to engage their customers.


Overview



Grow Your Business

Reopen

Grow Subscriber RelationshipsDeliver elevated digital experiences across the customer journey

MONITOR CUSTOMER SENTIMENT AND RESPOND QUICKLYMonitor trends, analyze sentiment, and respond to social conversations with Marketing Cloud Social Studio

DRIVE RETENTION AND LOYALTYDeliver digital applications at scale, track engagement, and harness customer data to deliver personalized journeys and increase loyalty

DELIVER SMARTER SERVICE Reskill employees to serve customers better. Connect disparate data with MuleSoft to get a unified view of your subscribers, and leverage digital channels

MONETIZE FASTERAttract and onboard customers faster delivering seamless activation and self service for account and subscription management.


Service Cloud

Social Studio

Einstein



VlocitySales Cloud




https://success.salesforce.com/sessions?eventId=a1Q3A000021ea1UUAQ#/session/a2q3A000002BKBvQAO

https://success.salesforce.com/sessions?eventId=a1Q3A000021ea1UUAQ#/session/a2q3A000002BKBvQAO


https://www.salesforce.com/products/marketing-cloud/social-media-marketing/

https://www.salesforce.com/products/einstein/overview/




https://www.salesforce.com/products/sales-cloud/overview/



Telecom Argentina transforms customer experience for 19M subscribers across quad play services


Overview




Grow Your Business

Reopen

Enable Core Revenue OperationsKeep revenue flowing with secure system access and sales efficiencies

MOVE FASTER WITH SECURE APPS

Support employee wellness and power sales teams with secure apps that are integrated or “framed” into Salesforce

SIMPLIFY GO-TO-MARKET OFFERINGS

Shorten go-to-market processes and promotions by simplifying packaging for common offerings and leveraging eCommerce

PRIORITIZE AND IMPROVE LEAD-TO-CASH CYCLES

Utilize AI insights to accelerate sales, and leverage self-service and bots for MACD orders

BOOST OUTBOUND EFFORTS

Manage outbound calling and emails using predefined cadences, call scripts, and templates, and boost productivity by embedding click-to-call in the console with Lightning Dialer


Sales Cloud

HVS and Lightning Dialer

Einstein

Commerce Cloud

Employee Apps AppExchange Partner:

Vlocity



https://success.salesforce.com/sessions?eventId=a1Q3A000021ea1UUAQ#/session/a2q3A000002qfTrQAI

https://success.salesforce.com/sessions?eventId=a1Q3A000021ea1UUAQ#/session/a2q3A000002qfTrQAI


https://www.salesforce.com/products/sales-cloud/tools/high-velocity-sales/

https://www.salesforce.com/products/sales-cloud/features/lightning-dialer/


https://www.salesforce.com/products/commerce-cloud/overview/

https://www.salesforce.com/products/platform/overview/




ACCELERATE COMMUNICATION SALES

Increase sales efficiencies and performance with a seamless ordering

experience across all channels

API MONETIZATION AND MONITORING

Expose backend APIs, bringing on partners to deliver compelling

B2B2X solutions on 5G network

UNIFY THE PROSPECT JOURNEY

Connect customer interactions across all the channels to deliver

value across every touchpoint

Finally, let’s talk about what life looks like on the other side of this crisis. It’s all about emerging stronger, doubling down on digital, and growing your business. These solutions focus on how to accelerate new digital initiatives and develop the next way of working.


Overview


Grow


Grow Your Business





Enterprise services often provide the highest margin for Service Providers globally. Learn how some of the leading providers of Enterprise Services like AT&T and Vodafone grow market share by accelerating their lead to cash processes via automation.


Overview



Grow Your Business

Grow

Accelerate Communication SalesImprove sales performance with with efficiencies and embedded ordering

DRIVE PRODUCTIVITY WITH INTELLIGENCE

Use AI to prioritize highest value tasks and recommend next best actions

CREATE REAL-TIME BUSINESS VISIBILITY

Gain visibility into pipeline, forecast, and key activities across the customer lifecycle

OPTIMIZE PRODUCT CATALOG AND ORDERING

Integrate product catalog with flexible pricing, seamless order management, and order composition

SPEED REVENUE GENERATION

Increase employee collaboration and shorten deal cycles with integrated order processes


Sales Cloud

Einstein





MAINTAIN EMPLOYEE HEALTH AND SAFETY

Skill-up employees to adjust to new policies, and potentially take on new roles to meet new business needs.

https://success.salesforce.com/sessions?eventId=a1Q3A000021ea1UUAQ#/session/a2q3A000002BJEpQAO










Overview



Grow Your Business

Grow

Monitor and Monetize APIs Support B2B2X selling models and monetize 5G investments

OPTIMIZE NEW SELLING MODELS

Support selling processes for selling to businesses, as well as partnering with businesses for joint offerings

SUPPORT PARTNER OFFERING

Flexible catalog to support combined core and partner services offerings across various customer segments

ENABLE COLLABORATIVE MARKETING

Onboard partners and support joint marketing plans and campaigns in a collaborative environment

DRIVE REVENUE USINGS APIs

Expose BSS and OSS APIs for onboarding partners and build joint offerings to monetize 5G investments


Sales Cloud

Marketing Cloud

Communities





Vlocity



https://www.salesforce.com/products/marketing-cloud/overview/

https://www.salesforce.com/products/community-cloud/partner-relationship-management/






Overview


Verizon delivers connected, seamless experiences across its digital channels to create the ultimate customer journey


Grow Your Business

Grow

Unify the Prospect Journey Connect customer interactions across every touchpoint

SEIZE EVERY SALES OPPORTUNITY

Orchestrate a common customer profile to deliver a consistent experience across assisted and unassisted channels

CREATE STRONGER DATA PROFILES

Unify data, and precisely segment to get a better understanding of your audience

CONVERT INSIGHTS INTO ACTION

Maximize marketing impact by turning insights into 1:1 engagement at scale

INCREASE SALES EFFECTIVENESS WITH AI

Score leads and surface next best actions to talk to the right prospect, at the right time


Sales Cloud

Einstein

Marketing Cloud




Vlocity


https://issuu.com/b2e-media/docs/interface_aug19

https://issuu.com/b2e-media/docs/interface_aug19



https://www.salesforce.com/products/marketing-cloud/overview/





Overview



Grow Your Business


How Salesforce Can Help - Summary

STABILIZESOLUTIONS

Deliver Effective Communications01

Equip Remote Workforces 02

Use Analytics to Inform Decisions03

REOPENSOLUTIONS

Deliver Intelligent Customer Service01

Grow Subscriber Relationships02

Enable Revenue Operations03

Analytics

Service Marketing

Employee Learning

Community Customer 360 MuleSoft

Social Studio

Platform Einstein Bots

Sales Field Service

Commerce

Vlocity

GROWSOLUTIONS

Accelerate Communication Sales

01

API Monetization and Monitoring02

Unify the Prospect Journey03





Overview



Back to Work

Grow Your Business

Continue Your Journey



Discover thought leadership, tips, and resources to help manage your

business in a time of need.

Leading Through ChangeReopening will be a journey. Let

work.com be your guide.

Work.comDive into our full suite of solutions for the Communications industry

Salesforce.com/communications

Leading Through Change in Communications IndustryMay 2020

through leading change€¦ · how salesforce can help network capacity and bandwidth ⦿network...

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