Case Study

Salesforce As Single Point Of Customer Interaction

AAPT (TPG Group) in Australia

AAPT is one of Australia’s leading telecommunications

infrastructure companies, offering data, cloud, voice, internet
and carrier services for business, government and wholesale
AAPT is missing
customers, via its extensive national network. AAPT is focused a single point of
on creating partnerships with all its business customers and interaction to profile
strives to deliver extreme performance across every level of their customers.
the organisation.
Salesforce is the
No Single Point of Interaction solution.
The business problem, facing AAPT, was trying to solve the
interaction between the front office and the back office. The
poor communication contributed to low performance, among

Using Salesforce
has resulted in
significant savings
due to improved
business process
the different teams, and confusion around customer profiles. The
legacy CRM application was no longer adequate to support the
business and its growing needs. Complex workflows and protracted
customer interaction, in some cases, leading to negative customer user
experience, were the daily challenges AAPT were facing. At this time,
AAPT were unable to effectively profile their customers, and this lack
of efficiency, in the process and structure, had a big impact on their
business reputation, customer feedback and their business growth.

the migration to the new platform, Billigence could

take full advantage of the new functionality that
Salesforce had to offer.

Significant Saving and Improved Processes

This implementation has been one of the most
complex Salesforce projects undertaken in the APAC
region. It has resulted in Salesforce being customized
and integrated in some unique ways to realise the
exacting requirements from AAPT. Implementing
Fully Integrated Solution based on Salesforce Salesforce has resulted in significant and measurable
Drawing on deep telecommunications industry savings due to improved business processes and
and system integration knowledge from Billigence, better management of team resources. The user
AAPT concluded their complex and disjointed experience has greatly improved with a significant
operations could be addressed with an end to reduction in trouble tickets being created.
end, fully integrated solution based on Salesforce. Using Salesforce, AAPT can now manage extremely
The Billigence implementation team provided complex SLA entitlement scenarios, based on
the necessary architecture to successfully deliver product and location combinations, and they have
the solution within the agreed timeframe. AAPT gained visibility of rich customer entitlement data.
made the decision to decommission the existing There is also a much higher visibility of processes
CRM, and Service Assurance platform, in favour and bottlenecks across the organisation which
of the functionality rich Salesforce Service Cloud allows AAPT to meet its SLAs’.
3. Billigence, as the implementation partner, were
Salesforce is now the single point of interaction for
positioned to evaluate and improve the business
a Customer and the lifecycle of their associated
processes, across the organisation. And, as part of
products.

Sydney • Perth • London • Prague • San Diego • Singapore

mail@billigence.com • www.billigence.com