Salesforce has sealed a multi-million dollar deal with telecommunications group Vocus to rollout its CRM platform across all of the telco’s consumer and small business brands including dodo, iPrimus and Commander.
Under the deal Vocus will also deploy the Salesforce intelligent customer success platform sales cloud, service cloud, analytics cloud, marketing cloud, and community cloud.
The investment is part of Vocus’ broader ambition to transform its customer service and get closer to customers by providing a seamless, integrated and personalised experience.
Scott Carter, chief operating officer, Vocus, says “consumers are more empowered than ever in this mobile-first digital era, and we do not see this slowing down”.
{loadposition peter}“They want to communicate on their terms wherever, whenever and however they want. Salesforce will enable us to not only keep pace with our customers but also deliver experiences beyond their expectations. We see Salesforce as playing a key role in delivering on our ambition of becoming Australia’s most loved telco.”
Mark Innes, general manager and executive vice president, Salesforce APAC says Vocus’ transition to Salesforce will provide the company with a single 360° view of the customer and enable greater collaboration between its sales, service, marketing and IT teams.
Innes says the deal will see Salesforce used to allow:
Service and support teams to deliver streamlined support
Sales team to extract relevant, real-time data to assist with providing the right solution to the right customer
Marketing team to create context-rich, value-add, 1-to-1 customer journeys
IT team able to rapidly build, scale and deploy apps in a unified environment
“Salesforce is uniquely positioned to partner with leading Australian businesses to help them find new ways to deliver value to their customers,” Innes said.
“We are excited to be the transformation partner for Vocus as we unleash the power of the Salesforce Platform to bring together its sales, service, marketing and IT functions. Customer experience in the telecommunications sector is ripe for disruption, and we’re looking forward to working with Vocus to set a new benchmark for the industry.”