Case Study: Xplornet achieves rapid customer engagement and sub-3-minute service upgrades with Salesforce

Connecting all Canadians with the power of the Internet

Xplornet is Canada’s largest rural broadband provider, using fixed‑wireless towers and satellites to serve more than 225,000 subscribers across vast and hard‑to‑reach areas. Rapid growth, a nationwide network of 500+ dealers and a 250‑person contact centre exposed the limits of legacy systems: manual installation scheduling, a nine‑application, 23‑minute service upgrade process, and poor customer visibility made it clear Xplornet needed a fast, flexible customer‑engagement platform.

Xplornet implemented Salesforce Sales Cloud and Service Cloud on the Salesforce Platform, integrating billing, provisioning, the website and customer portals and launching an online/mobile dealer portal. The result: a single point of truth for agents, upgrades cut from 23 minutes to under 3 minutes, annual service orders tripled, higher frontline efficiency, and mobile access that lets executives and staff manage customers and operations on the go.

Xplornet

Cathy MacDonald

Executive Vice President, IT