Sales & service successfully optimized in the fiber-optic sector

At the beginning of the project, the structures and processes of the fiber-optic company were still under development. In particular, municipality handling was managed manually across numerous Excel spreadsheets by different departments, making the process inefficient and prone to errors. The goal was to prepare large volumes of data in a way that enabled fast evaluation and processing of sales potential, while also making processes and data analyzable through reporting.

In customer service as well, standardized and overarching process flows were missing. Many inquiries were handled manually, leading to long processing times, decreasing customer satisfaction, and lost sales opportunities. In addition, the handling of permits was also carried out manually and was therefore very time-consuming. There was a clear need to integrate all relevant process steps into consistent, automated end-to-end processes.

Together with the customer, we analyzed the existing processes, challenges, and requirements in several workshops. Based on these insights, we implemented Salesforce Sales and Service Cloud and designed a tailored solution to meet the specific needs of the fiber-optic company.

For municipality handling, a custom solution was developed within the Sales Cloud and implemented step by step. This enabled sales processes to be clearly structured, efficiently managed, and transparently evaluated. At the same time, the numerous processes and sub-steps of case handling were consolidated into a logical end-to-end workflow and largely automated using the Service Cloud.

In addition, we digitized the entire order process from initial inquiry to contract conclusion. Permits submitted via the company’s website are now processed directly in Salesforce and automatically converted into contracts. The rollout was supported by targeted key-user training sessions and customized training materials.

By introducing the solution, the customer now benefits from clearly structured, end-to-end, and scalable sales and service processes. Manual tasks were significantly reduced, processing times shortened, and data quality sustainably improved.

Customer service has become more efficient, transparent, and measurable, leading to a noticeable increase in customer satisfaction. At the same time, internal resources were saved and additional sales and growth potential was unlocked.