Case Study: Leading Telecom Company achieves increased sales and reduced call volumes with Netsmartz (Salesforce CRM)

Leading Telecom Company - Customer Case Study

Leading Telecom Company, a major U.S. telecom provider, faced a legacy CRM that couldn’t keep pace with growth, struggled to manage orders and opportunities, and had a fragile Java/J2EE portal and underperforming live-agent/call center tools. Netsmartz was engaged to deliver a full-fledged CRM solution using Salesforce's Sales and Service Cloud to monitor sales processes and support call center operations.

Netsmartz implemented Salesforce Sales and Service Cloud, integrating existing ERPs via Salesforce APIs, connecting telephony through AppExchange adapters, providing a single console for call center agents, and launching a new customer portal with live-agent and mobile-enabled sales capabilities. As a result, Netsmartz’s solution improved customer connect and satisfaction, increased sales, reduced call center volumes and complaints, and delivered better real-time analytics and KPI access.