Case Study: Optus fast-tracks SMB sales and lifts NPS 40 points with Salesforce

Optus Fast-Tracks SMB Sales with Salesforce

Optus, Australia’s second‑largest telco, needed to speed up and simplify SMB sales after delays between verbal agreement and contract signing caused about 15% of new customers to walk. With aggressive growth targets and a fragmented tech stack of 10 systems, Optus SMB sought a more adaptable, customer‑focused sales process to reduce clutter and improve productivity.

Optus consolidated onto Salesforce Sales Cloud and Service Cloud, built a “Build My Offer” on‑screen sales app and integrated ABN validation, Conga document creation and DocuSign e‑signatures. The streamlined process cut the average sales cycle by five days, reduced time to issue contracts by 43%, slashed contract rework by 70% and sped order processing by 25%, while lifting sales conversion 10% and NPS by 40 points in 18 months.

Optus

Reid Meldrum

Head of Business Channels