KPN sees customer satisfaction soar with Salesforce
Project Achtergrond
When KPN for SME decided to transform its digital strategy to become more customer-centric, it needed to align sales, services, and delivery operations to create a smoother customer experience. That meant consolidating four business-critical systems onto a central, stable, and scalable platform to unlock 360-degree visibility. The company worked with Salesforce Industries to implement Communications Cloud, which is specially tailored to support end to end processes for telcos. For example, sales, support, and product management teams can create and customise smart product bundles for customers using a simplified product catalogue and easily draw up agreements or quotes for B2B customers. This not only accelerates the sales cycle and reduces time to market, but helps the team to be more productive and offer greater value to customers.
Probleemstelling van het project
The platform also enables the company to make smarter decisions based on real data, which has triggered a shift in behaviour among employees. “With visibility of how our performance directly impacts NPS, the team is much more motivated to hit their targets and increase KPIs,” said Cremers. These insights also help to upskill employees. By adopting a policy of total transparency, the team can see both their successes and their mistakes – which means they can learn best practices or identify areas for improvement. “We’ve created a more trusting environment. People are more accountable for their actions and work together to support each other; no one is punished for making a mistake,” Cremers commented. “It’s great to see that spark for self-improvement in the team – everyone wants to be the best they can be.” Communications Cloud is also helping to improve performance. Staff can generate quotes instantly instead of in a couple of days, meaning they can target customers when they’re most interested in making a purchase. Using artificial intelligence, the solution can also check that the solution being quoted for is viable for each customer, which is particularly useful for more complex orders for SME or enterprise customers.
Technologische innovaties
Cloud
Doelstelling van het project
To increase cross- and up-sell opportunities, KPN for SME has evolved its service agents into personal solution experts with Service Cloud. As well as handling cases and queries, they’re empowered with the skills to help customers get the most out of their products and to sell more relevant or complementary services. The solution’s artificial intelligence feature, Einstein, provides prompts to help reps identify where to cross-sell, and they can access knowledge articles to learn about a solution or to help them resolve an issue faster. “At first the service team were scared of being seen as pushy, but Salesforce gives them all the information they need to identify the best opportunities to sell,” explained Cremers. “They’re really happy with the new role now, and they love using Salesforce to give customers more value from their products.” And, when it comes to handling cases, the team has better insights into who the customer is and why they’re reaching out. This data will also help to address common issues to reduce those incidents from happening at all. “The team handles an average of 6,000 cases per week, and only between 5-10% of those are complex enough to require an expert,” said Cremers. “The remaining cases can generally be solved immediately, so we should eventually be able to optimise our processes to eliminate those simple queries.”
Technology Providers
Salesforce