Customer Care Transformation with Salesforce Agent Cockpit

The Challenge

A leading German telecommunications provider faced a major IT transformation. Six core platforms were consolidated into just two: one for private and one for business customers. Previously, misalignment between IT and business units had slowed digitalization in Customer Care.

Custom developments and a complex microfrontend architecture created restrictions in guided service and case management. Low-code solutions had not been fully leveraged, although flexibility and speed were crucial.

The Solution

LionGate played a central role in the project. Customer Care experts were intensively trained in Salesforce and supported in implementing conversational design and business readiness.
The team developed a new Agent Cockpit, modernized the roles and permissions structure, and optimized the processes for interaction and case management.

Low-Code Prototypes: MVPs were quickly developed to make customer and agent workflows tangible. Agile, cross-functional teams consisting of agents, process experts, UX specialists, and developers created a practical design that was continuously optimized.

The Results

30% cost savings: Automation and process optimization led to significant reductions in operating costs.

Processes redefined: International teams redesigned and standardized Customer Care processes from the ground up.

Best-in-Class Agent Cockpit: Initially implemented for prepaid customers, later extended to postpaid and fixed-line services.

Successful integration: The USU knowledge base was successfully integrated with Salesforce and case management established.

Customer Quotes