Vlocity & TELUS Named Winners at This Year’s Global Telecoms Awards
Vlocity wins coveted 2017 Glotel BSS Transformation Excellence award for its work with TELUS.
The Global Telecoms Awards (Glotels) are among the industry’s premier business awards and are designed to recognize innovation and excellence in the global telecommunications sector.
Given the acclaim and prestige that accompany this award, Vlocity is both thrilled and honored to be named a winner of the 2017 Glotels in the category of BSS Transformation Excellence for its extraordinary work partnering with TELUS Business Solutions.
As a leading innovator in the telco sector, Vlocity is delighted to receive this award for its cutting-edge software that transforms the way communication service providers (CSPs) interact with customers and do business. Underpinning this distinction is the growing recognition of the Industry Cloud and a greater understanding of how industry-specific applications can transform business processes. TELUS, for example, was able to dramatically improve customer service while measurably lowering IT costs—a pivotal transformation that has propelled this leading Canadian telco to even greater revenue and market share.
As Canada’s second-largest telco, TELUS serves more than 10 million customers and in 2016 generated $13B in revenue. Despite TELUS’ long focus on customer satisfaction, the company’s B2B division found that its legacy quoting, ordering and contract management systems were hindering the introduction of new products, hampering sales productivity, delaying service delivery and costing too much to maintain.
In early 2016, TELUS made the decision to transform its legacy CPQ and Contract Management systems with Vlocity Communications, an innovative, omnichannel suite of CRM, CPQ, Contract Management, Order Management and Retail applications built on the Salesforce technology platform. The project began with Vlocity installing Vlocity Communications apps on top of TELUS’ existing Salesforce implementation, and evaluating TELUS’ existing quoting, ordering and contract management processes for opportunities to improve efficiency.
TELUS was able to dramatically improve customer service while measurably lowering IT costs—a pivotal transformation that has propelled this leading Canadian telco to even greater revenue and market share.
By moving to the cloud and streamlining the Quote-to-Order process, TELUS has enhanced customer experience, provided an easy-to-use solution to increase agent productivity, and improved order accuracy—all while reducing operating costs. Thanks to its deployment of Cloud BSS applications from Vlocity and Salesforce, TELUS has streamlined its B2B quote to cash process, transformed its customer experience and reduced its IT spend by >$3M. TELUS’ results have been outstanding:
- 90% reduction in time required to author & negotiate contracts, present them for signature and register them
- 80% faster time to launch new products
- 54% faster quoting & ordering – from 9.5 minutes to 4 minutes
- 24% improvement in order accuracy
- 10% increase in customer “Likelihood to Recommend” (TELUS’ most important metric)
Vlocity Communications’ suite of cloud-native BSS applications eliminate the need for complex and costly on-premise systems that require time-consuming customizations. Vlocity’s agile, cloud-based, omnichannel applications are industry-specific and built additively and natively on the Salesforce platform—the world’s #1 CRM platform—delivering the targeted digital solutions global CSPs demand. With a growing industry presence and a strategic relationship with Salesforce, Vlocity Communications’ industry domain expertise and cloud-native (BSS) applications enable service providers to launch new offers in hours, securely capture and fulfill orders, and seamlessly engage B2B and B2C customers across an array of channels and devices.
In 2017, Vlocity has been recognized repeatedly for its success in enabling digital transformation and superior customer experiences via Industry Cloud applications built on the Salesforce platform. The Glotels are no exception. In a fierce competition where excellence and innovation are measured against the industry’s best, Vlocity’s innovative technology solution - and the benefits it delivered to TELUS - won over the distinguished panel of judges. Such recognition wouldn’t be possible were it not for the hard work, dedication and day-to-day brilliance of our stellar Development, PM, Customer Success and Support teams. Innovation begins with our employees and Vlocity is proud to leverage their expertise and experience as we help global operators transform themselves for the new digital era.