Globe: A Leader in Telecommunications
Marketing Cloud lets you understand your audience empathetically and strategically in real-time. It goes beyond utilizing data to help your brand be closer to its customers.
About the Company
Globe Telecom is the leading telecommunications service in the Philippines, it operates as the largest mobile network and one of the largest broadband providers.
The company provides the ability to send and receive text, voice, images, video, or data. This allows anyone to connect with their family, friends, colleagues, as well as businesses or institutions. For many companies, Globe enables them to interact, engage, and build relationships with their customers.
Globe Business strives to provide transformative insights and solutions that resolve challenges of organizations.
Business Challenges
Globe has certain business challenges that Third Pillar has identified. These challenges affect revenue for the company and carry unnecessary risks.
Limited Visibility of Clients
As part of an industry connecting the world, it is important for them to adequately reach out to their target market. They had limited visibility on possible clients and low customer penetration.
Slow Customer Turnaround Time
A big challenge is to get a comprehensive view of customers and opportunities, gain better decision making, expedited deals processing, and more effective pipeline management. When Globe do get customers, the turnaround time is slow.
Lead Tracking & Conversion
Globe felt that they weren’t capitalizing enough on the potential opportunities and leads that their target market offered.Â
What did Third Pillar Do
Globe sought the help of Third Pillar who recommended transferring to Salesforce. Combining our best-in-class solutions and the more than 27-year, telco background of their subject matter expert, we assessed the telecom service provider’s processes and advised on areas to improve.
We took their Head of Enterprise Group to attend Dreamforce, an annual Salesforce user conference, to give them a better idea of the capabilities and features of Salesforce as a company-wide CRM.
Seeing how it could help their company, they decided to adopt Salesforce, particularly Sales Cloud, Pardot, and Einstein Analytics, as their CRM of choice. With the new solution they’ll be able to:
- Make their processes portable and accessible
- Improve collaboration between presales and account managers
- Enhance the accuracy of forecasts
- Introduce online tracking of opportunities
- Boost reporting by implementing self-service reports and dashboards
The Results
Outcomes Delivered
With the guidance of Third Pillar, the company started the nationwide rollout, which involved traveling throughout the country to train personnel regarding Salesforce. By the end, there is full adoption within the first month and compliance with service-level agreements (SLAs).
Process Automation
By automating manual B2B sales processes, we significantly expedited the turnaround time by 99%.​
Consolidation of Disjointed Systems
A unified system in the Salesforce platform allowed the firm to gain a 360-degree view of their customers, contacts, opportunities, and tasks in a single application, resulting in better pipeline management and faster decision making.​
Best Practice Implementation
Very satisfied with the success of the solutions, the company further procured other solutions, namely Vlocity and Mulesoft. They also expanded their Salesforce applications with Service Cloud for Service Assurance.
Technologies
- Salesforce Sales Cloud
- Salesforce Pardot
- Einstein Analytics
- Service Cloud for Service Assurance
- Community Cloud for Service Assurance
- External Lightning App Builder for Service Assurance
- Knowledge for Service Assurance
- Einstein Voice for Service Assurance, Speech to Text
They achieved the following metrics:
- 20% increase in lead conversion rate
- 20% Increase in opportunity conversion rate
- 41% increase in market share
- 99% faster lead turnaround time
- 5% campaign success rate
- Legacy channel cost reduction
- Increase Campaign Success Rate
Third Pillar has been instrumental in building our Service Cloud platform. They share best practices, industry standards, and how to optimize out-of-the-box features. We had some hiccups during the build when there were limitations that were not discussed early on, but have been resolved. Also, since we are on a long haul for this project as we are on over 1 year, I suggest keeping the same people on the team so that everyone is on the same page. Lastly, we have a great relationship with Third Pillar and we're thrilled that we chose them to be our partner on this.