Hutchison Drei Austria (Drei), a telecom operator in Central Europe, has selected Vlocity, a cloud software company, to accelerate digital transformation.
Drei is leveraging Vlocity’s capabilities — built on the Salesforce Platform — to enhance business processes and provide service agility, enablement and an improved customer experience.
Drei rolled out to over 1,700 internal users including customer service agents, internal support groups, back office users, etc. and 1,000 dealers.
Drei have loaded all customer and billing accounts into the new system and will keep in sync with legacy to support a streamlined migration.
Drei maximized the use of capabilities with less than 20 percent of the solution delivered through custom development.
Vlocity will support Drei to accelerate time to market and enable support for subscription and non-subscription-based portfolios for increased revenue opportunities
The legacy platform used by dealers and service agents lacked the speed to serve customers effectively.
“We are transforming our CRM environment towards the Salesforce Platform enhanced by Vlocity’s telco specific software,” said Matthias Baldermann, chief technology officer of Drei.
Drei has deployed a cloud-native solution designed and built by Vlocity’s communications industry domain experts that leverages the capabilities of Salesforce Service Cloud — the world’s #1 service platform.
Vlocity Communications will replace Drei’s existing applications with CRM and BSS (Business Support Systems) solutions that provide service agents and dealers with a more streamlined approach for managing end-to-end-customer journeys.