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TELECOMMUNICATIONS

Salesforce for Telecom

Modernise BSS/OSS. Accelerate Subscriber Growth. Reduce Churn.

Modernise BSS/OSS operations, accelerate subscriber acquisition, and reduce churn with Salesforce Communications Cloud unifying customer, network, and service operations for CSPs.

40%
Reduction in Subscriber Churn
35%
Faster Service Activation
30%
Improvement in ARPU
50%
Reduction in Manual Order Handling

Overview

Communications Service Providers face intensifying competition, rising customer expectations, and increasing network complexity. Netsmartz implements Salesforce Communications Cloud to modernise the subscriber lifecycle — from acquisition through to service, retention, and upsell — while connecting to OSS/BSS systems for end-to-end operational visibility.

Challenges & Salesforce Solutions

Complex product catalogues make accurate quoting slow and error-prone

CPQ with telecom-specific bundle configuration, discounting, and approval workflows

Subscriber onboarding involves multiple disconnected systems

Automated onboarding workflows connecting CRM, provisioning, and billing systems

Network fault management and customer service are siloed

Integrated service cloud with network event triggers and proactive customer communication

B2B enterprise accounts lack dedicated account management tools

Enterprise account management with SLA tracking, contract management, and renewal alerts

Churn signals are identified too late to act

AI-powered churn propensity scoring with early intervention playbooks

OSS/BSS data not visible to customer-facing teams

MuleSoft integration connecting OSS/BSS to Salesforce for real-time service visibility

Core Capabilities

Communications Cloud CPQ

Telecom-specific product configuration, bundle management, and guided selling for consumer and enterprise.

Subscriber Lifecycle Management

End-to-end subscriber management from acquisition, activation, upgrade, and retention.

Network Fault Integration

Real-time network event ingestion with automated subscriber communication and case creation.

Enterprise Account Management

B2B account management with contract lifecycle, SLA tracking, and renewal management.

Churn Prediction & Retention

AI propensity scoring, at-risk alerts, and automated retention offer workflows.

OSS/BSS Integration via MuleSoft

Real-time connectivity between Salesforce and provisioning, billing, and network management systems.

Self-Service Portal

Customer and business portal for billing, usage, service requests, and plan management.

Telecom Analytics

ARPU, churn, NPS, service activation, and network performance dashboards via Tableau.

Salesforce Products & Clouds

Communications CloudSales CloudService CloudMarketing CloudExperience CloudMuleSoftTableau

Key Business Outcomes

  • Reduce churn by identifying at-risk subscribers weeks before cancellation
  • Accelerate service activation with automated provisioning and order management
  • Grow ARPU with AI-driven upsell and cross-sell recommendations
  • Give enterprise account managers complete visibility into contracts, SLAs, and usage
  • Connect OSS/BSS to Salesforce for real-time operational and customer data

Why Netsmartz for Salesforce?

  • 25+ years of enterprise technology experience across global markets
  • 40+ Salesforce certifications across Sales, Service, Marketing, and Industry Clouds
  • 1,500+ professionals across UAE, India, North America, Singapore, and Australia
  • Proven delivery methodology with implementation, support, and managed services
  • Deep vertical expertise — not generic Salesforce implementation

Ready to transform your Telecommunications operations?

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Let's Discuss Your Growth Strategy

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