Client Overview
Our client, a telecommunication company operating across the EU, had their contact centre running on Service Cloud, with a customer self-service portal built on Experience Cloud.
However, to deal with changing market dynamics, frequent product launches, and regulatory updates, the provider needed a long-term managed services partner to maintain platform stability while continuously improving the customer experience.
The Challenge
Their in-house CRM team managed day-to-day support but did not have the capacity for ongoing platform enhancements. The backlog of change requests grew to over 180 items within a year. Regulatory updates added further pressure, often requiring platform changes within tight deadlines.
The provider needed a partner who could work through the enhancement backlog without disrupting live operations. They also wanted predictable monthly costs rather than ad-hoc project pricing that made budgeting difficult.
The Solution
Our team started the engagement with a 6-week platform audit, identifying technical debt, performance bottlenecks, and unused custom code across Service Cloud and Experience Cloud. A tiered SLA was agreed covering incident response, enhancement delivery, and proactive monitoring.
A continuous delivery pipeline was set up, allowing enhancements to be pushed every two weeks without disrupting contact centre operations. A dedicated regulatory response track was built to handle changes within 10 business days of requirement sign-off.
We assigned a fixed pod of certified Salesforce specialists to the account, covering Service Cloud, Experience Cloud, and integration support. Monthly executive reviews track SLA adherence, enhancement velocity, and platform health metrics.
The Impact
- Backlog reduction: Cleared 85% of the enhancement backlog within 6 months.
- Incident response: Achieved 99.5% SLA compliance on critical incident resolution.
- Cost predictability: Reduced the total cost of platform ownership by 22% compared to ad-hoc project work.
