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Tuning up Salesforce for Telecoms Success

Today’s telecoms markets are saturated, fast-moving and highly competitive, as we already discussed in our DNA and Dynamo success story. Current CRM platforms like Salesforce are of great help to companies dealing with such complexities. However, when it comes to automated customer document generation applications for CRM, certain requirements remain – that is, how to:

  • enable quick creation of new customer documents and templates
  • support a large product and service portfolio
  • automatically generate complex offering documents
  • produce many language versions all at once.

Let’s look at these requirements in more detail and see, what are their implications for choosing the right document generation application.

Quick communications for a fast-moving market

In saturated markets, a business can acquire new customers primarily by luring them from competitors. Tactics like the quick introduction of new services and aggressive telemarketing of offers to potential new customers are commonplace. The production of offer documents should not be the bottleneck in getting up to speed with new offers – though it often is in real life.

A major challenge is often lacking flexibility, intuitiveness, and usability of the application used for creating the base document, or template, which then will be populated with individual data for the recipient. Without proper usability, production of the material needed for rolling out new offers becomes slow and error-prone. Valuable time and effort get wasted.

The production of offer documents should not be the bottleneck in getting up to speed with new offers – though it often is in real life. A major challenge is often lacking flexibility, intuitiveness, and usability of the application used for creating the base document, or template, which then will be populated with individual data for the recipient. Without proper usability, production of the material needed for rolling out new offers becomes slow and error-prone. Valuable time and effort get wasted.

Complex product portfolios put heavy strain on applications

These days, the number of services telecom operators have on offer is also quite impressive, stretching from basic fixed and mobile connectivity plans to value-added media and entertainment services, virus protection and anything in between – not to mention the traditional terminal business. The complexity caused by such extensive product catalogs sets another challenge from the perspective of

The complexity caused by such extensive product catalogs sets another challenge from the perspective of automated generation of personalized documents. The document generation application must be able to handle all steps of importing all data in its entirety. Not every application on the market is capable of this. Before settling on an application, it pays to ensure that it has design sophisticated enough to take care of any data import functions without glitches.

Required: versatile options for producing many language versions

It is not uncommon at all for a country to have many official languages. Switzerland, Peru and Singapore have four each. Many countries boast many more, while precious few have just one.
Customer documents will have to be provided in many, or indeed all, of the official languages of the market. So how to do it efficiently?

Probably the service provider has already a database of text passages to be used in the documents – for example, service descriptions, in a uniform format in the different languages used. Then, it helps a lot, if there are still options for having many strategies to choose from when deciding, how to implement multilingual support in practice.

For example, should a common, multilingual template be used, or is it better to utilize many templates instead? And can the document application then also automatically find the right attachments to each document, so that unnecessary manual tweaking can be avoided? Having truly versatile options to support production of many language variants is certainly what matters.

Ease of use coupled with top functionality

All in all, what are the requirements for document generation applications in the face of the challenges described above? Advanced design that helps to meet them all is one prerequisite. That the application is easy to use is another one. Thus, it certainly makes sense to select an application that with the most common set of office tools: MS Office. That allows us to use our familiar applications as if we were using them for routine office tasks, so both ease of use and extensive functionality is achieved.

Support for other use cases is also needed, for tablet and smartphone users in particular; html template support is a vital enabler from that perspective, so that document templates can be created and edited using standard web browsers.

Documill Dynamo has it all

The other thing is, look for an application that connects so well to the host CRM platform and other databases that no additional coding is needed in them. Such tweaking can severely slow down time-to-market for new offers.

Documill Dynamo is one solution that is well integrated with both its host platform – Salesforce in particular – and the key office tools, complemented by proper HTML support. Why not learn more about Documill Dynamo or get a demo to learn more about its benefits?

By | April 28th, 2016|