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LEADING THROUGH CHANGEin the Communications IndustryYour Guide to How Salesforce Can Help
May 2020
Implications for Comms Companies
Stabilize your Company
Reopen your Workplace
How Salesforce Can Help
Overview - Ongoing Impacts of COVID-19 to Comms
Table of Contents
01
02
04
3
4
12
7
2LTC | Communications Industry
How Comms Companies are Responding03 5
8
Grow your Business 16
Continue Your Journey05 21
Ongoing Impacts of COVID-19 to Communications
Implications for Comms Companies
Stabilize Your Company
Reopen Your Workplace
Overview
3LTC | Communications Industry
How Comms Companies are Responding
How Salesforce Can Help
NETWORK CAPACITY AND BANDWIDTH
⦿ Network utilization for increased WFH, home schooling and video streaming increasing by upwards of 50% - potentially creating capacity issues in some areas
The COVID-19 pandemic has affected the Communications industry immensely, pushing the limits of both network capacity and the ability to deliver great customer service. Consequences related to the outbreak and the extraordinary measures taken by many countries to limit the spread have been disruptive to sales, retail channels, and network consumption, and projections estimate this will continue throughout 2020.
5G ROLLOUT
⦿ 5G technology was highlighted as a significant need to cater to the network capacity demand, potentially accelerating adoption in the long term
SMARTPHONE AND RETAIL SALES
⦿ Device and retail sales expected to be down through 2020⦿ Closure of / lower foot traffic in retail stores to continue into Q2
REVENUE IMPACT - SURCHARGE AND FEE WAIVER
⦿ Revenue impact due to some services and surcharges being waived
CUSTOMER SERVICE AND ENGAGEMENT BOTTLENECK
⦿ Store closures and care hours shifting call volume into care, dramatically increased call wait times
⦿ Digital channel interactions are going to explode for the near term
EMPLOYEE ENGAGEMENT
⦿ Companies move their front line staff to work from home, causing limited operations and collaboration
REVENUE COLLECTION
⦿ Increased payment collection risk due to slow economy and job lossGrow Your Business
Continue your Journey
Implications for Communications Service Providers4LTC | Communications Industry
FINANCIAL IMPLICATIONS
Cash preservation and access to cash will be a top concern as demand remains volatile
CUSTOMER COMMUNICATIONS AND SUPPORT
With closed stores and reduced customer care availability, communications companies will be driving more interactions into the contact center
OPERATIONAL IMPLICATIONS
Cost take out and producing more with less are critical, which requires an acceleration of automation. The medium to long term focus areas will be to reduce the operating expenses of legacy systems with lots of customizations, moving to agile cloud based services, and promoting self-service and digital channels of interaction
STRATEGIC BUSINESS IMPLICATIONS
Diversified business models and revenue streams will be more important than ever, in addition to accelerated execution as core services and delivery methods experience volatility. Acquisitions will be less of a focus, and churn reduction and retention with cross-sell and upsell of services will require more attention
NETWORK CAPACITY IMPLICATIONS
Increased dependency on remote workforce and overall spike in the OTT content consumption is testing- and will continue to test- the network capacity models. We will see more focus on SDN and 5G rollout. In the short term, this could mean re-prioritizing resources from launching new products / services, to network
The ripples are going to be felt across the board, whether that’s revenue impact or scaling to meet increasing demands on network and customer service. Customers are feeling the need to be connected more than ever, and service providers are in the middle of helping our communities remain together in an increasingly virtual world. Implications for Comms
Companies
Overview
How Salesforce Can Help
Grow Your Business
Stabilize Your Company
Reopen Your Workplace
How Comms Companies are Responding
Continue your Journey
How Communications Companies are Responding5LTC | Communications Industry
Communications organizations globally have pivoted quickly in the wake of the current situation, from moving to remote service to establishing new ways of extending reach to connect a larger portion of the population. Some examples below.
BANDWIDTH CONTROL &
OPTIMIZATION
STORE CLOSURE & ADJUSTED
OPERATING HOURS
FREE / CHEAPER DATA PACKAGES &
EASED BILLING
SHIFT TO DIGITAL SERVICES
DATA SHARING WITH HEALTH AUTHORITIES
COST-CUTTING & PAY CUTS
(20 MARCH, 2020): Thailand-based dtac
reported double- and triple-digit growth in
traffic from video conferencing apps between
1 January and 19 March (ie Zoom rising 828
per cent and Skype up 215 per cent). The
company said it is optimising network
capacity to keep up with traffic spikes due to
an increasingly homebound workforce.
Implications for Comms Companies
Overview
How Comms Companies are Responding
How Salesforce Can Help
Grow Your Business
Stabilize Your Company
Reopen Your Workplace
Continue your Journey
How Communications Companies are Responding6LTC | Communications Industry
PRIVACY LAWS ARE OPENING UP TO TRACK
LOCATION
NEW PLANS FOR LOW INCOME FAMILIES
LATE FEES AND CHARGES WAIVED
CONTRIBUTING TO COMMUNITY Implications for Comms
Companies
Overview
How Salesforce Can Help
Grow Your Business
Stabilize Your Company
Reopen Your Workplace
How Comms Companies are Responding
Continue your Journey
How Salesforce Can Help7LTC | Communications Industry
We’ve collaborated with experts across our ecosystem to develop a structure that gives you a simple way to see the decisions you need to make, and when. We’ve broken down our approach in three stages: stabilize your company, reopen your workplace, and eventually - when we emerge from this crisis - grow your business. Regardless of where you are in your journey, Salesforce can help serve you and your business.Implications for Comms
Companies
Overview
How Salesforce Can Help
Reopen your workplace
Grow your Business
Stabilize your Company
Grow Your Business
Stabilize Your Company
Reopen Your Workplace
How Comms Companies are Responding
Continue your Journey
How Salesforce Can Help8LTC | Communications Industry
EQUIP REMOTE WORKFORCES
Quickly and effectively ramp up remote workforces to address critical
business needs
DELIVER EFFECTIVE COMMUNICATIONS
Create a crisis management portal to communicate to customers and
employees
USE ANALYTICS TO INFORM DECISIONS
From network to customer engagement, analyze trends and
engage your stakeholders
This is the first level of crisis response, which focuses on mitigating short-term risks and stabilizing operations.
Implications for Comms Companies
Overview Stabilize
Stabilize Your Company
Grow Your Business
Reopen Your Workplace
How Salesforce Can Help
How Comms Companies are Responding
Continue your Journey
9LTC | Communications Industry
Deliver Effective CommunicationsDevelop a communication plan and cadence to all stakeholders
Implications for Comms Companies
Overview
How Salesforce Can Help
Stabilize Your Company
Grow Your Business
Stabilize
STREAMLINE CRISIS COMMUNICATIONS PROCESSES
Leverage Quip to collaborate and build communication templates, and disseminate messaging to your employees through Chatter
CREATE A CRISIS COMMUNICATION PORTAL
Keep customers and leadership teams in the know by building a portal to communicate state of business, stores, and networks
DELIVER DIGITAL COMMUNICATIONS
Quickly go digital by building employee apps and sending immediate communications via SMS to employees, customers, and partners with Marketing Cloud
Quip
Chatter
Employee Apps
Communities
Marketing Cloud
LEARN MORE ABOUT HOW WE CAN HELP
Reopen Your Workplace
How Comms Companies are Responding
Continue your Journey
10LTC | Communications Industry
Implications for Comms Companies
Overview
How Salesforce Can Help
Stabilize Your Company
Grow Your Business
Stabilize
Equip and Support Remote WorkforcesTools and processes to empower employees to thrive in a digital world
RESKILL EMPLOYEES WITH TRAILHEAD
Continue your culture of learning from home by encouraging your workforce to develop new skills with Trailhead
Service
Field Service
Einstein Bots
Trailhead
Communities
LEARN MORE ABOUT HOW WE CAN HELP
OPTIMIZE FIELD TEAM SUPPORT
Incorporate real-time efficiencies with dispatch, cover unexpected absences and keep customers informed with Field Service Lightning, and avoid truck-rolls by leveraging video for virtual installations and troubleshooting
GIVE TIME BACK TO AGENTS
Effectively manage increase in service requests and MACD orders with self-service and chatbots, or route to community portal with articles and FAQs
Reopen Your Workplace
How Comms Companies are Responding
Continue your Journey
11LTC | Communications Industry
Implications for Comms Companies
Overview
How Salesforce Can Help
Stabilize Your Company
Grow Your Business
Stabilize
Use Analytics to Inform DecisionsLeverage network and customer insights to guide your decision making
CONNECT YOUR DATA
Connect your data from varied backend BSS and OSS systems using pre-built adapters
TRACK DIGITAL SENTIMENT
Analyze customer and brand sentiment and communicate to keep customers engaged across social channels
EASILY UNDERSTAND YOUR DATA
Visualize and analyze your data across various sources to drive informed decisions
MuleSoft Anypoint Platform
Tableau
Social Studio
LEARN MORE ABOUT HOW WE CAN HELP
Reopen Your Workplace
How Comms Companies are Responding
Continue your Journey
How Salesforce Can Help12LTC | Communications Industry
DELIVER INTELLIGENT CUSTOMER SERVICE
Deliver predictive and proactive customer service across all assisted
and unassisted channels
GROW SUBSCRIBER RELATIONSHIPS
Deliver exceptional digital experiences that drive subscriber
loyalty
ENABLE REVENUE OPERATIONS
Keep revenue flowing with secure system access, sales efficiencies,
and smart tools
As business stabilizes, we shift our focus on reopening. For service providers, this means re-evaluating contact centers and customer interaction spaces, deepening relationships with customers, and leveraging new digital channels to keep revenue flowing.
Implications for Comms Companies
Overview
How Salesforce Can Help
Reopen
Stabilize Your Company
Grow Your Business
Reopen Your Workplace
How Comms Companies are Responding
Continue your Journey
13LTC | Communications Industry
Watch how Telstra empowers its agents and serves its customers across the entire customer journey
Implications for Comms Companies
Overview
How Salesforce Can Help
Stabilize Your Company
Grow Your Business
Reopen
Deliver Intelligent Customer ServiceSupport customers by optimizing coverage and enhancing self-service channels
MAINTAIN EMPLOYEE HEALTH AND SAFETY
Assess return to work readiness, manage and plan shifts, and securely survey to gauge employee wellness
PREBUILT INDUSTRY SPECIFIC PROCESSES
Prebuilt industry processes based on comms-specific data models help reduce costs for customizations
MAKE IT EASY TO CROSS-SELL AND UPSELL
Surface next-best offers and actions based on analytics and insights to provide sales opportunities within service transactions
STREAMLINE AGENT AND CUSTOMER EXPERIENCE
Deliver contextual and proactive engagement based on persona across all digital and unassisted channels
LEARN MORE ABOUT HOW WE CAN HELP
Service Cloud MuleSoft Anypoint Platform
AppExchange Partner:
VlocitySales Cloud Einstein
Reopen Your Workplace
How Comms Companies are Responding
Continue your Journey
14LTC | Communications Industry
Orange Flex uberized the telco buying experience by creating a digital-first brand to engage their customers.
Implications for Comms Companies
Overview
How Salesforce Can Help
Stabilize Your Company
Grow Your Business
Reopen
Grow Subscriber RelationshipsDeliver elevated digital experiences across the customer journey
MONITOR CUSTOMER SENTIMENT AND RESPOND QUICKLYMonitor trends, analyze sentiment, and respond to social conversations with Marketing Cloud Social Studio
DRIVE RETENTION AND LOYALTYDeliver digital applications at scale, track engagement, and harness customer data to deliver personalized journeys and increase loyalty
DELIVER SMARTER SERVICE Reskill employees to serve customers better. Connect disparate data with MuleSoft to get a unified view of your subscribers, and leverage digital channels
MONETIZE FASTERAttract and onboard customers faster delivering seamless activation and self service for account and subscription management.
LEARN MORE ABOUT HOW WE CAN HELP
Service Cloud
Social Studio
Einstein
MuleSoft Anypoint Platform
AppExchange Partner:
VlocitySales Cloud
Reopen Your Workplace
How Comms Companies are Responding
Continue your Journey
15LTC | Communications Industry
Telecom Argentina transforms customer experience for 19M subscribers across quad play services
Implications for Comms Companies
Overview
How Salesforce Can Help
Stabilize your Company
Reopen Your Workplace
Grow Your Business
Reopen
Enable Core Revenue OperationsKeep revenue flowing with secure system access and sales efficiencies
MOVE FASTER WITH SECURE APPS
Support employee wellness and power sales teams with secure apps that are integrated or “framed” into Salesforce
SIMPLIFY GO-TO-MARKET OFFERINGS
Shorten go-to-market processes and promotions by simplifying packaging for common offerings and leveraging eCommerce
PRIORITIZE AND IMPROVE LEAD-TO-CASH CYCLES
Utilize AI insights to accelerate sales, and leverage self-service and bots for MACD orders
BOOST OUTBOUND EFFORTS
Manage outbound calling and emails using predefined cadences, call scripts, and templates, and boost productivity by embedding click-to-call in the console with Lightning Dialer
LEARN MORE ABOUT HOW WE CAN HELP
Sales Cloud
HVS and Lightning Dialer
Einstein
Commerce Cloud
Employee Apps AppExchange Partner:
Vlocity
How Comms Companies are Responding
Continue your Journey
How Salesforce Can Help16LTC | Communications Industry
ACCELERATE COMMUNICATION SALES
Increase sales efficiencies and performance with a seamless ordering
experience across all channels
API MONETIZATION AND MONITORING
Expose backend APIs, bringing on partners to deliver compelling
B2B2X solutions on 5G network
UNIFY THE PROSPECT JOURNEY
Connect customer interactions across all the channels to deliver
value across every touchpoint
Finally, let’s talk about what life looks like on the other side of this crisis. It’s all about emerging stronger, doubling down on digital, and growing your business. These solutions focus on how to accelerate new digital initiatives and develop the next way of working.
Implications for Comms Companies
Overview
How Salesforce Can Help
Grow
Stabilize your Company
Grow Your Business
Reopen Your Workplace
How Comms Companies are Responding
Continue your Journey
17LTC | Communications Industry
Enterprise services often provide the highest margin for Service Providers globally. Learn how some of the leading providers of Enterprise Services like AT&T and Vodafone grow market share by accelerating their lead to cash processes via automation.
Implications for Comms Companies
Overview
How Salesforce Can Help
Stabilize your Company
Grow Your Business
Grow
Accelerate Communication SalesImprove sales performance with with efficiencies and embedded ordering
DRIVE PRODUCTIVITY WITH INTELLIGENCE
Use AI to prioritize highest value tasks and recommend next best actions
CREATE REAL-TIME BUSINESS VISIBILITY
Gain visibility into pipeline, forecast, and key activities across the customer lifecycle
OPTIMIZE PRODUCT CATALOG AND ORDERING
Integrate product catalog with flexible pricing, seamless order management, and order composition
SPEED REVENUE GENERATION
Increase employee collaboration and shorten deal cycles with integrated order processes
LEARN MORE ABOUT HOW WE CAN HELP
Sales Cloud
Einstein
Reopen Your Workplace
How Comms Companies are Responding
MuleSoft Anypoint Platform
Continue your Journey
MAINTAIN EMPLOYEE HEALTH AND SAFETY
Skill-up employees to adjust to new policies, and potentially take on new roles to meet new business needs.
18LTC | Communications Industry
Implications for Comms Companies
Overview
How Salesforce Can Help
Stabilize your Company
Grow Your Business
Grow
Monitor and Monetize APIs Support B2B2X selling models and monetize 5G investments
OPTIMIZE NEW SELLING MODELS
Support selling processes for selling to businesses, as well as partnering with businesses for joint offerings
SUPPORT PARTNER OFFERING
Flexible catalog to support combined core and partner services offerings across various customer segments
ENABLE COLLABORATIVE MARKETING
Onboard partners and support joint marketing plans and campaigns in a collaborative environment
DRIVE REVENUE USINGS APIs
Expose BSS and OSS APIs for onboarding partners and build joint offerings to monetize 5G investments
LEARN MORE ABOUT HOW WE CAN HELP
Sales Cloud
Marketing Cloud
Communities
Reopen Your Workplace
How Comms Companies are Responding
MuleSoft Anypoint Platform
AppExchange Partner:
Vlocity
Continue your Journey
19LTC | Communications Industry
Implications for Comms Companies
Overview
How Salesforce Can Help
Verizon delivers connected, seamless experiences across its digital channels to create the ultimate customer journey
Stabilize your Company
Grow Your Business
Grow
Unify the Prospect Journey Connect customer interactions across every touchpoint
SEIZE EVERY SALES OPPORTUNITY
Orchestrate a common customer profile to deliver a consistent experience across assisted and unassisted channels
CREATE STRONGER DATA PROFILES
Unify data, and precisely segment to get a better understanding of your audience
CONVERT INSIGHTS INTO ACTION
Maximize marketing impact by turning insights into 1:1 engagement at scale
INCREASE SALES EFFECTIVENESS WITH AI
Score leads and surface next best actions to talk to the right prospect, at the right time
LEARN MORE ABOUT HOW WE CAN HELP
Sales Cloud
Einstein
Marketing Cloud
Reopen Your Workplace
How Comms Companies are Responding
AppExchange Partner:
Vlocity
Continue your Journey
19LTC | Communications Industry
Implications for Comms Companies
Overview
How Salesforce Can Help
Stabilize your Company
Grow Your Business
Continue your Journey
How Salesforce Can Help - Summary
STABILIZESOLUTIONS
Deliver Effective Communications01
Equip Remote Workforces 02
Use Analytics to Inform Decisions03
REOPENSOLUTIONS
Deliver Intelligent Customer Service01
Grow Subscriber Relationships02
Enable Revenue Operations03
Analytics
Service Marketing
Employee Learning
Community Customer 360 MuleSoft
Social Studio
Platform Einstein Bots
Sales Field Service
Commerce
Vlocity
GROWSOLUTIONS
Accelerate Communication Sales
01
API Monetization and Monitoring02
Unify the Prospect Journey03
Reopen Your Workplace
How Comms Companies are Responding
20LTC | Communications Industry
Implications for Comms Companies
Overview
How Salesforce Can Help
Stabilize your Company
Back to Work
Grow Your Business
Continue Your Journey
Continue your Journey
How Comms Companies are Responding
Discover thought leadership, tips, and resources to help manage your
business in a time of need.
Leading Through ChangeReopening will be a journey. Let
work.com be your guide.
Work.comDive into our full suite of solutions for the Communications industry
Salesforce.com/communications
Leading Through Change in Communications IndustryMay 2020