Bell Canada

Case Study

Summary

Client: Bell Canada
Industry: Telecom & Media
Challenges: A manual Live-Order Entry (LOE) system was negatively impacting call duration and operational costs, and leading to data inaccuracies.
Ateko’s Solution: Implemented Salesforce Community Cloud to automate the live order entry process. This solution supports business process automation by providing the company and its partners with instant access to pre-filled customer data in their CRM.
Results & Impact:
- Reduced call duration by approximately 7-9 minutes per call.
- Achieved savings of approximately $4 million over five years.
- Minimized data entry errors and empowered sales representatives.

Saving Time and Money with Salesforce Community Cloud

Partner Community Improvement

A lack of centralized data significantly prolonged calls and led to system errors.

The Challenge

Bell Canada’s legacy system for Live-Order Entry (LOE) was manual and inefficient, leading to significant costs and delays. The process involved multiple agents: field agents had to collaborate with contact center agents to verify customer information before they could complete an order. This process was long and costly, as Bell was billed for the duration of each call.

Goal #1

The main goal was to reduce the average call time for LOE teams.

With partner organizations billing by the minute, expenses were constantly increasing.

Goal #2

Extend Community Cloud functionalities to partner agents, giving them instant access to pre-filled customer data.

Bell wanted to improve overall efficiency and reduce the risk of data entry errors.

The Solution: Salesforce Community Cloud

To achieve these goals, Bell partnered with CloudKettle to implement a partner portal within their existing Salesforce Community Cloud platform. This portal was designed to simplify the LOE process and provide partners with access to real-time customer data.

The partner portal introduced several key improvements.

Referencing Existing Data in Salesforce

The system now integrates information already present in Salesforce Sales Cloud, particularly for Opportunities and Contacts.

This facilitates identity verification and ensures the accuracy of important customer information, such as email and mailing addresses.

Reduced Manual Entry

These new features virtually eliminate the need for manual entry by sales representatives.

With direct access to accurate information in Salesforce, the risk of errors is minimized, and significant time is saved.

Key Success Metrics

The implementation of the partner portal led to significant improvements in efficiency and cost reduction:

Reduced Call Time: While initial forecasts aimed for savings of 3-4 minutes per call, the actual gains were between 7 and 9 minutes per call.
Savings: Over five years, the cumulative savings generated by the reduced call time are estimated at $4 million.
Increased Sales Efficiency: Representatives can now focus more on customer engagement and sales activities, which could lead to an increase in sales.