Optus SMB Makes Upgrades to Customer Experience with Vlocity

Optus Makes Upgrades to Customer Experience with Vlocity

Vlocity Communications Enables Digital, Omnichannel Sales and Service for Optus’ Small Business Customers

Sydney, Australia and San Francisco, California, October 30, 2018 – Optus SMB has announced significant upgrades to its business operations and customer experience as it focuses on further driving business growth and customer satisfaction through the adoption of Vlocity Inc.’s Vlocity Communications services, which integrate with the Salesforce Lightning Platform to enable companies to drive growth and create improved customer experiences.

Vice President of Optus SMB Matt Ball said, “As businesses become more digitally focussed, we have been looking to improve our time-to-market with new offerings; delivery of digital and omnichannel experiences and customer order fulfilments.”

“In this digitally-led environment, we are working with leading digital technology providers to provide our customers with access to improved customer experiences and support,” said Mr. Ball. “Optus SMB has brought Vlocity on board to demonstrate omnichannel, digital transformation within Optus that reduces business customer cost-to-serve, enhances Optus’ customers experience across all channels and improves Net Promoter Scores.”

“Optus is one of the most innovative communications providers in the Asia-Pacific region. Vlocity is excited about this partnership and delivering on Optus’ cloud strategy for business customers,” said Rip Gerber, Chief Marketing and Alliance Officer, and lead APAC executive for Vlocity.

“Vlocity is enabling Optus to grow with modern, end-to-end business support systems in the cloud,” said Mark Innes, executive vice president and general manager of the Asia Pacific region at Salesforce. “We look forward to the innovations that will propel success for both Vlocity and Optus as they transform the telecommunications market.”

This technology update is the latest in a series within Optus SMB’s customer-first strategy. Earlier this year, Optus SMB launched the Optus Innovation Hub, a dedicated workspace within the Sydney Start Up Hub that allows for collaboration between startups and SMBs to tackle current and future-state SMB issues.

Vlocity is enabling Optus to grow with modern, end-to-end business support systems in the cloud.

– Mark Innes, EVP and GM of Asia Pacific region, Salesforce 

Prior to this, Optus SMB launched the Yes Business platform, an online platform which connects SMB owners and employees within a digital community to provide support around common SMB issues.