Telecommunications

360° Customer View with Real-time Salesforce Integration

How the client unified mobile and fixed data to transform customer service with real-time data intelligence.

01Client

Telecommunications operator offering mobile, fixed, broadband, and pay-TV services to millions of customers.

02Challenge

Fragmented customer view between mobile and fixed products
Operational and analytical systems not integrated in real time
Difficulty in customer service due to lack of consolidated customer history
Information dispersed across multiple databases and channels
Low personalization capacity during customer interactions

03Solution implemented

Implementation of an integrated and online analytical environment
Consolidation of mobile and fixed data into a single customer view
Real-time integration with the Salesforce platform
Structuring of pipelines for continuous data updates
Creation of analytical models to support customer service
Availability of operational dashboards for business units

04Strategic differentials

360° customer view (mobile + fixed)
Online integration with customer service systems
Reduced latency in data availability
Foundation ready for personalized offers and cross-selling
Governance and traceability of interactions

05Results

More agile and accurate customer service
Increased conversion rate for offers during contact
Reduction of rework and information inconsistencies
Improved customer experience
Greater operational efficiency in the call center
Solid foundation for AI and recommendation initiatives