Case Study: a wireless telecommunications provider achieves better in-store customer experience with CRMIT Solutions and Salesforce Mobile App

a wireless telecommunications provider improves store NPS by 0.6 with CRMIT Solutions

CRMIT Solutions developed a unified Salesforce mobile application for a large wireless telecommunications provider in Australia. The client faced challenges with poor retail employee productivity and customer experience, as staff had to toggle between multiple apps without a unified login. This also led to longer onboarding times for new employees.

The solution was a custom-built mobile app integrated with Salesforce, which consolidated numerous functions like accessing product catalogues, sales targets, and a messaging platform. CRMIT Solutions' deployment to over 10,000 employees resulted in improved customer NPS scores by 0.6, a 3-4% increase in employees meeting daily sales targets, and reduced onboarding time from 5 to 3.5 days, alongside improved employee engagement.