Telia Finland Adds Vlocity to Speed its Digital Transformation

Telia Finland is the Latest Telecommunications Giant to Deploy Vlocity and Salesforce to Speed Digital Transformation in its CRM, CPQ and BSS functions.

Sep 6, 2017 by Vlocity
3 minute read in Communications
Telia Adds Vlocity to Speed its Digital Transformation

Summary of Article by Phil Wainewright for Diginomica

Telia Finland last week joined the two dozen communications customers that are known to have gone live with Vlocity. Others include Canadian telecoms giant Telus, T-Mobile and KPN in the Netherlands, Sky Italia and Cellcom Israel. I took a call last Friday with Dan Ford, VP and General Manager of Communications, Media & Energy at Vlocity to find out more about the Telia implementation.

It’s quite typical for customers to begin with a quick deployment to a single department before rolling out more widely, says Ford:

Customers want to start in a very limited way and deliver very visible results, and on the basis of that business win go on to follow-on phases. That pattern’s become pretty established.

– Dan Ford, SVP & GM Communications & Media, Vlocity

The first phase at Telia Finland rolled out to about 200 users serving SMB business customers. Ford tells me it gives sales and service teams a 360-degree view of the customer account, provides guided selling and service processes, opportunity and lead management.

There’s also been a strong focus on modeling dozens of new mobile digital offerings in preparation for the introduction of configure-price-quote (CPQ) functionality in the next phase, with ordering integrated to the existing back-end systems.

Quantifiable Business Results

The 9-week go-live for a first phase is not unusual, says Ford, nor the rapid realization of quantifiable results:

One of the recurring themes is the speed with which we’re getting these customers live and the kind of business results they’re experiencing.

– Dan Ford, SVP & GM Communications & Media, Vlocity

Previous examples have delivered some impressive statistics. As we reported from last year’s Dreamforce, Sky Italia achieved a 10.5% reduction in call time, a 20% decrease on the most common activities that service agents carry out, and reduced its systems integration spend on application development and configuration by a fifth. It also made headline savings of €1.8 million it would otherwise have spent on Siebel upgrades. Ford adds that its agent training time is down 70%, and it has seen a 25% drop in IT infrastructure costs. It is now up to 8,000 users on the Vlocity system.