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Telecommunications
Service Cloud Excellence for GCC Telecom Provider
August 28, 2025
Client
ConnectGCC Telecom
Services Provided
Service CloudEinstein AISalesforce IntegrationSalesforce Training
The Challenge
ConnectGCC Telecom was handling over 50,000 customer service requests monthly with long wait times and low first-call resolution rates. Their legacy system couldn't provide agents with the customer context needed for efficient service.
Our Solution
We implemented Service Cloud with omni-channel routing, Einstein Bots for common inquiries, and a comprehensive knowledge base. The solution integrates with their billing and network systems to give agents complete customer context including service issues in their area.
Key Results
First-call resolution improved from 45% to 78%
Average handle time reduced by 35%
Customer satisfaction increased from 3.2 to 4.6 stars
Einstein Bots handle 40% of inquiries automatically
Agent productivity increased by 50%
"Andronest's Service Cloud implementation transformed our customer service. Our customers are happier, our agents are more productive, and our costs are down."
A
Ali Hassan
Customer Experience Director, ConnectGCC Telecom