Hutchison Drei Austria Partners with Vlocity to Digitally Transform Business Processes, Provide Enhanced Operational Agility and Deliver Superior Customer Service

Hutchison Drei Austria Partners with Vlocity

By tapping Vlocity’s industry-specific, cloud-based omni-channel capabilities powered by Salesforce, Austrian telco Drei crosses a digital threshold and ushers in a new era of optimized customer experience

SAN FRANCISCO — Nov 21, 2018 Vlocity Inc., a leading industry cloud software company, announced today that it has entered into an agreement with Hutchison Drei Austria (Drei), a leading telecom operator in Central Europe, to accelerate digital transformation and modernize the way it engages with a range of customers and channel partners. Following a successful launch, Drei is now leveraging Vlocity’s industry-specific capabilities, all built on the Salesforce Platform, to enhance business processes and provide greater service agility, enablement and an improved customer experience.

Like many European telcos, Drei must confront the ever-increasing competition that exists within a mature market and the accompanying financial pressure to increase sales and drive revenue. While currently viewed as a versatile technology leader, Drei was determined to modernize internal processes and deliver a differentiated customer experience. Among its most salient concerns were:

  • The need to accelerate time to market and enable support for subscription and non-subscription-based portfolios for increased revenue opportunities.
  • An aging CRM platform and related IT applications that could not support future business requirements, especially when it came to providing digital agility and product innovation.
  • The legacy platform used by dealers and service agents was too unwieldy and lacked the necessary speed to serve customers effectively.
  • Integration of Tele2 who were acquired to provide true Fixed Mobile Convergence (FMC) products in the Austrian market.

“We are transforming our CRM environment towards the Salesforce Platform enhanced by Vlocity’s telco specific software as the most advanced and futureproof fundament for our needs. It immediately added value to our customer experience and allows us to act more quickly and flexibly on market opportunities,” said Matthias Baldermann, Chief Technology Officer of Drei. “Vlocity’s applications are very responsive, easy to navigate and easy to champion. Armed with a holistic view of the customer, the dealer and agent experiences are already improved and we are convinced to see more benefits as we continue to roll out further functionality servicing all customers with the full portfolio of mobile and fixed network products.”

With an eye towards enhanced UI/UX, Drei has successfully deployed a cloud-native solution designed and built by Vlocity’s communications industry domain experts that leverages the powerful capabilities of Salesforce Service Cloud--the world’s #1  service platform. Vlocity Communications will replace Drei’s legacy applications with CRM & BSS (Business Support Systems) solutions that provide service agents and dealers with a more streamlined approach for managing end-to-end-customer journeys.

Vlocity’s applications are very responsive, easy to navigate and easy to champion. Armed with a holistic view of the customer, the dealer and agent experiences are already improved and we are convinced to see more benefits as we continue to roll out further functionality servicing all customers with the full portfolio of mobile and fixed network products.

– Matthias Baldermann, Chief Technology Officer of Drei

The business benefits of the Vlocity solution include:

  • Increased visibility for customer service representatives and enhanced UI/UX experience
  • Streamlined customer data protection management in compliance with GDPR
  • Improved engagement with dealers through the digital portal for increased visibility into sales and service opportunities
  • Dealers can now raise cases for enhanced customer satisfaction

Drei’s successful launch prepares it for a fast and frictionless world where sales and service agents and partners have a 360-degree view of the customer and all the information needed to drive enhanced engagement and deliver a superior omnichannel experience.

– Dan Ford, SVP & General Manager, Vlocity Communications & Media

Key Numbers/Facts

  • Launch successfully rolled out to over 1,700 internal users (customer service agents, internal support groups, back office users, etc.) and initially 1,000 dealers
  • All customer and billing accounts have been loaded into the new system and will be kept in sync with legacy to support a streamlined migration
  • Maximized the use of out-of-the-box capabilities with less than 20 percent of the solution delivered through custom development

“We’re extremely proud and honored to be supporting Drei as a key partner in their digital transformation efforts,” said Dan Ford, SVP & General Manager, Vlocity Communications & Media. “Drei’s successful launch prepares it for a fast and frictionless world where sales and service agents and partners have a 360-degree view of the customer and all the information needed to drive enhanced engagement and deliver a superior omnichannel experience.”

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