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Telecomunicações
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.
01The Client
Telecommunications operator offering mobile, fixed, broadband, and pay-TV services to millions of customers.
02The Challenge
- 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
03Implemented Solution
- 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 Achieved
- 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
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